AYS and Reservation Manager
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Key skills for this role
About the Role
Marriott International seeks an AYS and Reservation Manager to oversee property operations, manage guest services, and lead front desk teams at The Luxury Collection hotel in Diriyah.
Key Skills for This Role
Responsibilities
- Serve as property Manager on Duty and oversee all property operations
- Manage the flow of questions and direct guests within the lobby
- Handle guest complaints, settle disputes, and resolve grievances
- Supervise and manage employees, including day to day operations
- Ensure regular communication with employees to create awareness of business objectives
- Manage payroll administration
- Implement customer recognition/service program
- Identify developmental needs of others and provide coaching and mentoring
- Participate in employee performance appraisal process
- Maintain high visibility in public areas during peak times
Requirements
- High school diploma or GED; 2 years experience in guest services, front desk, or related professional area
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required
- Strong interpersonal and communication skills
- Ability to lead, influence, and encourage others
- Ability to handle complaints and resolve conflicts
Full Job Posting
Job Summary
- Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as
Education and Experience
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Core Work Activities Leading Guest Services Teams
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day to day operations. Understands employee positions well enough to perform duties in employees' absence.
- Celebrates successes and publicly recognizes the contributions of team members.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Maintaining Guest Services and Front Desk Goals
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Maintains a strong working relationship with all departments to support property operations and goals.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained.
- Ensures that regular on going communication is happening with employees to create awareness of business objectives.
- Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
Ensuring Exceptional Customer Service
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs.
- Manages day to day operations, ensuring the quality, standards and meeting the expectations of the customers.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Responds to and handles guest problems and complaints.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Strives to improve service performance.
- Provides immediate assistance to guests as requested.
- Ensures employees understand customer service expectations and parameters.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.
Implementing Projects and Policies
- Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures property policies are administered fairly and consistently.
- Manages payroll administration.
Conducting Human Resource Activities
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Participates in employee progressive discipline procedures.
- Uses all available on the job training tools for employees.
- Solicits employee feedback, utilizes an 'open door' policy and reviews employee satisfaction results.
- Supervises on going training initiatives and conducts training when appropriate.
- Participates in the employee performance appraisal process, providing feedback as needed.
Additional Responsibilities
- Provides information to supervisors, co workers, and subordinates by telephone, in written form, e mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Maintains high visibility in public areas during peak times.
- Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Performs Front Desk duties in high demand times.
About The Luxury Collection
- The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories.
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