Guest Relations Manager

Summary:

The Guest Relations Manager oversees all aspects of the concierge department, ensuring an elite level of service is provided to all guests. This role serves as the primary point of contact for all VIP/high level guests. Exceptional interpersonal skills, and a profound understanding of luxury hospitality are required to successfully anticipate all guests' needs and requests.

Essential Job Functions and Primary Responsibilities:

• • Lead and manage the concierge team, providing guidance, training, and support to maintain high standards of service.
• • Ability to create itineraries for VIP guests (C-Suite and celebrity clientele)
  • Working closely with luxury travel agents

• • Prior connections to local and island vendors are preferred
• • Provide the following information to guests: Local areas (e.g. social, cultural, attractions), location and hours of operation, all hotel facilities (e.g. the hours of operation, location, daily and weekly events), local area's restaurants and theater/musical productions, airline, automobile rental, transportation directions, personal services.
• • Stay up to date on local events, attractions, and cultural activities to provide guests with relevant recommendations and assistance.
• • Collaborate with other departments, such as housekeeping, front desk, and food and beverage, to ensure seamless guest experiences.
  • Work closely with the Front Office to ensure all AM and PM responsibilities are executed, and all guest incidents are handled promptly.

• • Participate in the MOD program as needed
• • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• • Ability to create and customize itineraries to appeal to all guests.
• • Consistently offer professional, friendly and engaging service

Qualifications Desired:

• Must have exceptional guest service skills with a willingness to exceed expectations
• Availability to work flexible hours, including evenings, weekends, and holidays.

• Excellent communication, interpersonal, and problem-solving skills.
• Minimum age requirement of 21 years old
• Work in a positive and professional matter with little direction or supervision
• Flexible, self-motivated positive attitude
• Prior connections to local Martha's Vineyard vendors are preferred
• Prior experience leading a team up to 3 employees
• Prior Forbes Travel Guide 5 Star experience or equivalent hospitality experience
• Prior knowledge of Opera PMS, HotSOS, are preferred
  
  Must be well versed in all activities on Martha's Vineyard
• No housing available.