Guest Relations Manager

Guest Experience and VIP Services

• Oversee the experience of arriving, departing, and in-house guests, providing a warm welcome and personalized service throughout their stay.
• Maintain a visible management presence in the Front Office, Club Lounge, and throughout the hotel, including weekends, to connect with guests and support their needs.
• Coordinate with Front Office, Housekeeping, Concierge, and restaurant teams to provide a seamless experience from arrival through departure.
• Plan and coordinate VIP arrivals, departures, amenities, and special requests, ensuring every detail is communicated and delivered.
• Manage last-minute arrivals and departures for high-end retail clientele, coordinating personalized service that meets or exceeds expectations.
• Oversee the Presidential and Vice-Presidential suites, coordinating and personalizing each stay based on the needs and preferences of the guests occupying them.
• Assist with early check-in and late checkout requests, keeping guests informed and ensuring attentive service when requests cannot be immediately accommodated.
• Courteously answer guest inquiries in person and by phone, follow through on requests, and remain informed about hotel activities and local events.
• Serve as an ambassador for The Ben’s history and brand, sharing the hotel’s story in a way that enriches the guest experience.

Loyalty and Guest Recognition

• Oversee the guest loyalty and VIP programs, providing personalized service before, during, and after each stay.
• Serve as the primary point of contact and personal concierge for Cobalt members throughout their stay.
• Engage with loyalty members and VIPs before arrival to learn their preferences and coordinate special requests.
• Contact in-house VIPs and high-value loyalty members to learn about their experience and address any needs during their stay.
• Maintain accurate guest profiles and ensure preferences, special requests, and relevant information are communicated to the appropriate teams.
• Support the hotel’s luxury travel segment by developing relationships with guests and travel agencies.

Guest Recovery and Service Improvement

• Champion the guest recovery program, responding to concerns promptly and professionally and determining appropriate solutions.
• Identify recurring guest concerns and work with hotel leaders to develop solutions.
• Partner with the Executive Office to identify opportunities to improve the guest experience.
• Champion the hotel’s Tripadvisor program, encouraging guest feedback and supporting efforts to improve the hotel’s ranking.
• Develop and support guest experiences and activations that reflect The Ben’s story and commitment to personalized hospitality.

Teamwork and Operations

• Communicate hotel activities, guest needs, and service expectations to the appropriate departments in a timely manner.
• Provide assistance, training, and guidance to associates and departments to support the overall performance of the hotel.
• Order supplies and maintain inventory controls while minimizing unnecessary expenses.
• Maintain proficiency in required hotel systems, including POS, PMS, MARSHA, and EMPOWER.
• Handle cash and credit card transactions when required and maintain responsibility for an assigned bank in accordance with hotel policy.
• Promote a safe and welcoming environment and maintain a friendly, cheerful, and courteous demeanor in every guest interaction.
• Support guest satisfaction, loyalty, and the hotel’s financial success through thoughtful service and operational follow-through.

Education/Formal Training

High School diploma or equivalent

Experience

Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.

Knowledge/Skills

• Must have total understanding of all hotel front office procedures.
• Requires working knowledge of guest services and hotel services, policies or operations.  Working knowledge is generally learned on-the-job.
• Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Must be fluent in oral and written English.
• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
• Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to read written forms of communication and monochrome computer screen.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
• Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
• 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required
• Mobility - must be able to reach all areas of hotel to assist clients.
• Carrying and lifting of bar equipment, files and office items up to 25 lbs.

Environment

Work inside 95%Material/Equipment used. Prolonged standing at indoor, thermostatically climate-controlled workstation.

At The Ben Hotel and Sage Hospitality Group, we value the people who make exceptional guest experiences possible. Our benefits include:

• Unlimited paid time off
• Medical insurance with the employer covering up to 70% of premiums with a wellness credit
• Dental insurance with an employer contribution toward premiums, and vision insurance
• 401(k) program with an employer match
• Health Savings Accounts or Flexible Spending Accounts
• Company-paid basic life and AD&D insurance, with the option to enroll in additional coverage
• Pet, accident, critical illness, and hospital indemnity insurance available for purchase
• Company-paid short-term disability
• WINFertility guidance for associates enrolled in a Sage medical plan
• Calm Health application subscription
• Tuition reimbursement of up to $2,000 per calendar year
• Employee Assistance Program
• Discounts at hotels, restaurants, and more
• Employee Referral Bonus Program with up to $1,000 per referral