Represents resort management in resolving any guest related situation. Serves as Guest Relations Manager and handles the tracking of service issues, ensuring that the highest levels of hospitality and service are provided (GSS scores). Manages the flow of questions and directs guests within the lobby and conducting guest courtesy visits together with the courtesy visit team to ensure guest satisfaction. The position is also responsible for Activities, Spa and Massage & Beauty departments, supervising and coordinating employees, activities and schedules, following the company standards and achieving operational budget.

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Leading Teams

Utilizes interpersonal and communication skills to lead, influence, and encourage others;
advocates sound financial/business decision making;
demonstrates honesty/integrity;
leads by example.

Encourages and builds mutual trust, respect, and cooperation among team members.

Serves as a role model to demonstrate appropriate behaviors.

Supervises and manages Courtesy Visit and Front Office associates. Manages all day-to-day operations. Understands associate positions well enough to perform duties in associates' absence.

Celebrates successes and publicly recognizes the contributions of team members.

Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.

Maintaining Guest Services Goals

Guest Relation Team

Work closely with Rooms Controller and Front Desk Manager for proper handling of allocation requests.

Interact with housekeeping, especially with Housekeeping Coordinator regarding VIP arrivals, expediting apartments, preferred apartments to be cleaned first and gets cleaning times during weekends.

Pre-block special requests, VIP, owners,



and rental guests. Ensure that all guaranteed room types and special requests are met.

Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Spa & Lifeguards

Be proactive looking for new revenue streams and up-selling

Conduct regular, documented Spa-building and pools control walks

Organize Lifeguard coverage in all pools

Ensure all pool controls are up to company standards and aligned with local requirements and regulations

Activities

Ensure full implementation of Club Thrive, being present in Activities events

Develop, Coordinate, and Manage Property Events

Monitor and direct resort activities for owners/guests.

Create, organize and implement activities for all age ranges.

Act as a liaison between resort outlets/activities and guests, including dissemination of accurate information.

Ensure clean, well-stocked and organized activities work areas.

Departments General

Develop specific goals and plans to prioritize, organize, and accomplish your work.

Maintain a strong working relationship with all departments to support resort operations and goals and to expedite the resolution of any problems that may arise through the general operation of the resort.

Intervene in any guest/associate situation as needed to ensure the integrity of the resort is maintained, guest satisfaction is achieved, and associate well-being is preserved.





Ensure that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

Comprehend budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.

Develop interdepartmental concepts between M&B;, Activities and Spa

Ensuring Exceptional Customer Service

Provide services that are above and beyond for customer satisfaction and retention.

Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Set positive example for guest relation

Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers.

Be a role model displaying outstanding hospitality skills.

Set a positive example for guest relations.

Respond to and handles guest problems and complaints.

Empower associates to provide excellent customer service.

Observe service behaviors of associates and provides feedback to individuals.

Strive to improve service performance.

Provides immediate assistance to guests as requested.

Ensure associates understand customer service expectations and parameters.

Participate in the development and implementation of corrective action plans to improve guest satisfaction.

Conducting Human Resources Activities

Use all available on the job training tools to train new hires and provide follow-up training as necessary.

Establish and maintain open, collaborative relationships with associates and ensures associates do the same with them. xhfqzwm

Conduct job chats with all reporting staff members, at least 2 documented per year.

12/12 department meetings, meeting minutes must be forwarded to HR.

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📌 Guest Relations & Activities Manager (Indefinido - Fecha Efectiva Comienzo 1 Noviembre) (Son)
🏢 Marriott Vacations
📍 Son