Assistant Guest Relations Manager

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Company: SoJo Spa Club
Location: Edgewater, NJ 07020

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JOB DESCRIPTION AND RESPONSIBILITIES

The Assistant Manager, Guest Relations is responsible for daily managing of the Guest Relations department by bridging the gap between the front and back of house to ensure an exceptional guest experience.

Skills:

  • Passionate about delivering superior guest service with the ability to inspire staff to perform at high standards.
  • Requires a high level of leadership skills, problem solving and decision-making ability.
  • Strong organizational and leadership skills.
  • Strong analytical skills. Must have a working knowledge of Excel and PowerPoint.
  • Requires the ability to communicate effectively with staff, guests and other third parties.
  • Position requires ability to be flexible with schedule to provide coverage, if necessary.

Responsibilities:

Your responsibilities will include oversight of the Guest Relations front line staff and overall day-to-day guest interaction and operations of the department, as well as ensuring that all guests concerns are met with the highest standards of professionalism.

  • Develop and improve overall department through:
    • New, revised training programs
    • Coach and motivate staff to deliver superior guest service by implementing monthly goals and rewards.
    • Ensure a high level of customer service is demonstrated and implemented across all areas, including phone, email and in-person contact.
    • Analyzing phone data to better prepare schedules and employee understand trends. Work with Supervisor.
    • Ensure proper recording of calls and guest complaints are being met.
  • Report to manager and director overall trends that the department is facing.
  • Screen and interview potential team members.
  • Serve as the first point of contact for escalated situations wherein the line staff has reached the point to pass it along; act as liaison between manager and team.
    • Ensure prompt customer service and follow-through is complete on all guest concerns.
  • Ownership over social review sites, responsible for daily tracking and responding to reviews, when necessary.
  • Primary contact for guest relations email inbox, ensuring proper responses and communication to our guests.
  • Perform additional duties and complete other projects as assigned by manager.
  • Maintain proper communication with department manager.

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