Guest Relations Manager - Apply Now!

Sunriver Resort is a premier destination resort located in Oregon, renowned for its exceptional hospitality and an extensive range of amenities that ensure a memorable experience for guests of all ages. Known for its beautiful natural surroundings, outstanding recreational options, and dedicated staff, the resort continuously seeks to uphold its prestigious AAA Four Diamond standards, creating a welcoming and luxurious environment where guests can relax, explore, and enjoy quality service. With a strong commitment to core values such as Trust, Open & Honest Communication, and Commitment, Sunriver Resort prioritizes an inclusive and respectful workplace culture that extends from its team members to every guest interaction. This commitment is reflected in the resort's efforts to promote itself as both a Destination and Employer of Choice, fostering a strong community of professionals dedicated to hospitality excellence. The Guest Relations Manager at Sunriver Resort plays a pivotal role in supporting the guest services team, ensuring that every visitor’s experience at the resort is exceptional from arrival to departure. This full-time leadership position requires a dynamic and skilled manager who can handle guest concerns with professionalism and tact while consistently upholding the high standards of the resort. Acting as a key figure in maintaining a positive and efficient atmosphere, the Guest Relations Manager frequently serves as the acting Front Desk Manager during their absence, providing crucial support to ensure the seamless operation of front desk services. Located primarily in the main lobby, the manager offers a heartfelt and personalized welcome and farewell to guests, employing genuine warmth, attentiveness, and using guest names when possible to enhance the personalized experience. This role is comprehensive and multifaceted, involving direct leadership and guidance to the Concierge team as well as collaborative support for the Front Desk Agents, Assistant Guest Services Managers, and Bell Services staff. The Guest Relations Manager is well-versed in all front desk, transportation, and concierge responsibilities and is prepared to step into various operational needs as necessary. A vital part of the job includes being knowledgeable about all arriving, departing, and in-house guests, as well as tours and groups, to ensure each guest’s unique needs are anticipated and met efficiently. Further responsibilities include designing and implementing training programs aimed at elevating guest service standards, handling all new hire and termination paperwork, and fostering a positive work environment that celebrates teamwork and maintains high morale. The manager works closely with departments such as Housekeeping, Engineering, Sales, and Conventions to guarantee exceptional guest satisfaction across all touchpoints during a guest’s stay. Additionally, the Guest Relations Manager frequently reviews guest feedback from Revinate and other review platforms, responding to online reputation platforms and guest surveys to continually improve service quality. As a leader, the Guest Relations Manager conducts team meetings, provides coaching and counseling, upholds professional appearance and demeanor standards, and ensures safety and emergency protocols are followed. They are also responsible for maintaining up-to-date knowledge of all resort amenities and special events, providing guests with accurate directions and information, and assisting with reservations and upselling resort services and amenities. They must be skilled in problem resolution and delivering a consistently positive guest experience that aligns with Sunriver Resort’s culture and values. This role requires flexibility with schedule availability, including evenings, weekends, and holidays, and demands a high level of professionalism, communication skills, and dedication to superior guest service.

• Must be a United States citizen or possess a valid work permit
• must have a valid drivers license and be able to pass a MVR check
• must have excellent phone etiquette
• must be able to read, write and speak English
• must have strong computer skills
• must have strong working knowledge of Microsoft Office programs
• must possess excellent communication skills
• must be professional in appearance and demeanor
• must always ensure a teamwork environment
• ability to work a flexible schedule that may include evenings, weekends and holidays
• must have the ability to deal effectively and interact well with the guests and associates
• must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
• must have a passion for creating an exceptional experience for all guests
• must have a valid drivers license