A Hotel Manager manages a hotel, ensures the comfort of guests and manages business practices for the establishment. Handles guest services or supervises front office, cleaning and maintenance staff. May set room rates. Tracks expenses and inspects facilities for cleanliness and quality.
La Estancia is an exclusive private club and residential community nestled in a serene, Mediterranean-inspired setting. Dedicated to providing exceptional service and experiences, La Estancia features meticulously maintained gardens, orchards, and vineyards that create an atmosphere of peace and relaxation. The community comprises a private club with premium amenities, fine dining, and residential spaces that cater to members seeking an elevated lifestyle.
Position Overview:
The Guest Relations Manager is responsible for overseeing all member-facing services and operations to ensure an exceptional experience across all touchpoints. This role serves as the primary liaison between members and club operations, managing a diverse portfolio of services including concierge, transportation, reservations, member communications, and member amenities. The Guest Relations Manager reports to the Director of Operations and is accountable for service excellence, member satisfaction, and operational efficiency across all guest-facing departments.
Qualifications:
Minimum of 4-5 years of experience in hospitality management, luxury service, or club operations Proven track record managing multiple departments and coordinating complex operations Strong organizational skills with ability to prioritize competing demands and manage detail-oriented tasks Excellent communication and interpersonal skills; ability to interact professionally with high-net-worth individuals Customer service excellence with demonstrated commitment to member satisfaction and retention Experience with reservation systems, member management software, and mobile app coordination preferred Ability to lead and motivate teams across different service areas Bachelor's degree in Hospitality Management, Business Administration, or related field preferred
Key Responsibilities:
Front Desk & Concierge Services:
Oversee daily front desk operations and concierge services Ensure professional, welcoming greeting and service to all members Manage member inquiries and requests with responsiveness and attention to detail Maintain concierge training and service standards
Gatehouse & Member Access:
Oversee gatehouse operations and member access protocols Ensure greeters are well-trained in member recognition and hospitality Coordinate gate access systems and guest list management Monitor security and member safety protocols
Transportation Services:
Manage transportation services for club members Coordinate scheduling and availability of transportation options Oversee driver management, training, and standards Ensure punctuality, professionalism, and vehicle maintenance
Babysitting & Childcare Coordination:
Coordinate babysitting and childcare services for members Manage caregiver scheduling and member matching Maintain background checks and safety protocols Ensure member satisfaction with childcare services
Reservations & Scheduling:
Oversee clubwide reservation system for all amenities and services Manage availability calendars and booking procedures Coordinate with all departments for seamless booking experience Handle member requests and special accommodations
Members App & Digital Experience:
Oversee maintenance and updates to La Estancia members app Coordinate with IT and app developers for enhancements and troubleshooting Gather member feedback on digital platforms and services Ensure app features support all guest relations services
Member Communications & Satisfaction:
Serve as primary point of contact for member concerns and feedback Monitor member satisfaction across all guest services Respond to member requests and resolve issues promptly Conduct regular satisfaction surveys and implement improvements Build strong relationships with key members
Team Management & Development:
Hire, train, and supervise front desk, concierge, and gatehouse staff Develop and maintain service standards and protocols Conduct regular training on member service excellence Manage schedules and ensure adequate staffing Foster positive team culture and professional development
Operational Management:
Manage budgets for guest relations departments Track departmental performance metrics and reporting Identify operational efficiency improvements Maintain documentation and member records Prepare reports for
Director of Operations Position Details:
Job Type:
Full-time Experience Required:
4-5 years in hospitality/club management Reports to:
Director of Operations Supervises:
Front Desk/Concierge Staff, Gatehouse Staff, Transportation Coordinators Location:
