Guest Experience Manager

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At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton. 

Managing Guest Relations Functions

Manages the Guest Relations function and partners with GM, Leadership team and managers to address, respond and resolve all guest issues while guests are still in-house.
Supports operations of by managing owner and guest relations, and analyzes key metrics to help improve overall guest satisfaction.
Assists the GM & Director of Operations in resolving and responding to guest issues received through correspondence or submitted through Owner Services, the Guest Satisfaction Survey, the Customer Relations and Communications group or the Guest Relations group.
Follows-up with guests who expressed a concern/issue to ensure complete satisfaction; composes response letters and tracks in the appropriate system(s).
Performs daily resort inspections to include a combination of common areas, amenities, outlets, and guest units. Documents the condition of these areas and shares with appropriate leadership.
Coordinates Manager on Duty efforts for the entire week ensuring the resort has proper coverage on all shifts throughout the week.

Leading Efforts to Reduce Guest Issues

Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction.
Communicates trends in data to resort leaders.
Develops and maintains action plans for addressing trends in guest/customer relations issues and assists in monitoring the progress of various departments.
Actively participates in resort initiatives to reduce guest “problems” and drives improved problem resolution.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Reviews all Guest Compensation awarded and works to mitigate financial exposure to the COA and the organization.
Engages all departments in operations to ensure plans and actions are in place and current in order to meet the needs and expectations of Owners and Guests.

4-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 
At least 5 years previous experience in proactive lead generation in hospitality and sales discipline; knowledge of property-specific business segments (e.g. group, catering, transient); knowledge the hospitality industry.
Excellent interpersonal and communication skills
Ability to focus on details and to handle multiple tasks
Result driven, proactive and reliable personality
Excellent command of both written and spoken English