OCEAN EDGE RESORT & GOLF CLUB
JOB DESCRIPTION – GUEST RELATIONS MANAGER
Department: Rooms / Guest Services
Position: Guest Relations Manager
Reports To: Asst. Director of Rooms
FLSA Status: Exempt
Location: Brewster, Massachusetts
POSITION SUMMARY
The Guest Relations Manager is responsible for creating an exceptional, personalized guest experience throughout all stages of the guest journey at Ocean Edge Resort & Golf Club. This position serves as a highly visible leader and primary point of contact for guest relations, service recovery, VIP experiences, special requests, and overall guest satisfaction.
The Guest Relations Manager works closely with Front Office, Housekeeping, Concierge, Food & Beverage, Spa, Golf, Recreation, Engineering, and other resort departments to anticipate guest needs and ensure seamless service across the property.
Ocean Edge Resort & Golf Club is a 429-acre Cape Cod destination offering multiple accommodation experiences along with private beach access, golf, pools, dining, wellness, recreation, and other resort amenities. The Guest Relations Manager is expected to have a strong understanding of these offerings and confidently assist guests in navigating the resort experience.
ESSENTIAL DUTIES & RESPONSIBILITIES
Guest Experience & Engagement
- Serve as a visible and approachable presence throughout the resort, proactively engaging with guests and identifying opportunities to enhance their experience.
- Welcome and recognize VIPs, repeat guests, special-occasion guests, groups, and other designated arrivals.
- Review daily arrivals, VIP reports, special requests, preferences, and guest history to ensure appropriate recognition and preparation.
- Coordinate personalized amenities, welcome experiences, and special touches for VIPs and guests celebrating birthdays, anniversaries, honeymoons, weddings, and other occasions.
- Build genuine relationships with guests and create memorable experiences that encourage repeat visits and guest loyalty.
- Maintain a strong working knowledge of resort accommodations, restaurants, golf, spa, recreation, pools, beach access, transportation, activities, events, and local Cape Cod attractions.
- Assist guests with questions, directions, recommendations, special arrangements, and general resort information.
Guest Satisfaction & Service Recovery
- Act as a primary point of contact for guest concerns, complaints, and service recovery situations.
- Listen carefully to guest concerns, demonstrate empathy, investigate issues, and provide timely and appropriate resolutions.
- Take ownership of guest concerns from initial contact through resolution rather than simply transferring the issue to another department.
- Exercise sound judgment regarding service recovery gestures and compensation within established resort guidelines.
- Follow up with guests after concerns have been addressed to ensure satisfaction.
- Document guest concerns, resolutions, preferences, and significant interactions in the appropriate resort systems.
- Identify recurring guest issues and communicate trends to leadership so operational improvements can be implemented.
- Partner with department leaders to resolve service challenges quickly and professionally.
VIP & Arrival Experience
- Coordinate VIP arrivals and ensure rooms, amenities, special requests, and other arrangements are completed prior to arrival.
- Partner with Front Office and Housekeeping to monitor room readiness and address arrival-related challenges.
- Personally greet designated VIPs and assist with arrival and departure experiences when appropriate.
- Communicate guest preferences and special requests to applicable departments.
- Maintain confidentiality and discretion when assisting high-profile or sensitive guests.
Interdepartmental Coordination
- Develop strong working relationships across all resort departments to ensure consistent communication and seamless guest service.
- Participate in daily operational meetings, arrival reviews, or other guest-experience meetings as assigned.
- Communicate significant guest situations and service opportunities to appropriate leaders.
- Coordinate with Engineering and Housekeeping regarding room or facility concerns requiring immediate attention.
- Partner with Food & Beverage, Spa, Golf, Recreation, and other departments to facilitate special guest experiences.
- Ensure unresolved guest matters are properly communicated during shift transitions and followed through to completion.
Leadership & Service Culture
- Model Ocean Edge Resort & Golf Club's service standards and professional expectations at all times.
- Coach and support team members regarding guest engagement, communication, service recovery, and problem resolution.
- Encourage team members to anticipate guest needs and take ownership of the guest experience.
- Assist with training related to guest service standards, complaint handling, VIP recognition, and service recovery.
- Recognize team members who demonstrate exceptional guest service.
- Maintain a professional appearance and positive presence throughout the property.
Guest Feedback & Quality Improvement
- Monitor guest feedback received through surveys, online reviews, direct guest communication, and internal reporting.
- Respond to or assist leadership with guest correspondence and follow-up when assigned.
- Track recurring service issues and identify opportunities for improvement.
- Work with department leaders to develop corrective actions when service trends are identified.
- Share positive guest feedback and recognition with team members and leadership.
- Support resort initiatives designed to improve guest satisfaction and service scores.
MANAGEMENT RESPONSIBILITIES
The Guest Relations Manager may provide direction and support to Guest Services, Concierge, Front Desk, Bell/Door, Transportation, or other Rooms Division team members as assigned.
Responsibilities may include:
- Providing daily operational direction and service coaching.
- Assisting with departmental training and onboarding.
- Ensuring compliance with resort policies and service standards.
- Addressing performance or behavioral concerns in partnership with departmental leadership and Human Resources.
- Supporting Front Office and Guest Services operations during periods of high occupancy or business demand.
QUALIFICATIONS
- Minimum of 3–5 years of hospitality experience, preferably within a luxury hotel, resort, or full-service hospitality environment.
- Previous supervisory or management experience preferred.
- Strong guest-service and service-recovery experience.
- Excellent interpersonal, verbal, and written communication skills.
- Demonstrated ability to remain calm, professional, and solution-oriented when handling challenging guest situations.
- Strong organizational skills with the ability to manage multiple priorities simultaneously.
- Ability to exercise discretion and maintain confidentiality.
- Strong attention to detail and commitment to personalized service.
- Proficiency with hotel property-management systems, Microsoft Office, and guest communication platforms preferred.
- Knowledge of Cape Cod and local attractions is preferred.
CORE COMPETENCIES
- Exceptional Guest Service
- Leadership & Accountability
- Service Recovery
- Emotional Intelligence
- Communication
- Problem Solving
- Relationship Building
- Attention to Detail
- Conflict Resolution
- Interdepartmental Collaboration
- Professional Judgment
- Sense of Urgency
PHYSICAL & SCHEDULING REQUIREMENTS
- Ability to stand and walk for extended periods throughout a large resort property.
- Ability to work indoors and outdoors as operational needs require.
- Ability to occasionally lift or carry items weighing up to approximately 25 pounds.
- Must be available to work a flexible schedule based on resort operations, including days, evenings, weekends, holidays, and peak occupancy periods.
- Regular property-wide visibility is an essential component of the position.
EXPECTATIONS
The Guest Relations Manager is expected to demonstrate a high level of professionalism, discretion, warmth, and responsiveness. This individual should consistently look beyond the immediate guest request to identify opportunities to personalize the experience and create lasting positive impressions.
The successful Guest Relations Manager will be highly visible throughout the resort, develop strong relationships with both guests and team members, take ownership of service challenges, and help ensure that every interaction reflects the level of hospitality expected at Ocean Edge Resort & Golf Club.
Pay: $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
