Guest Relations Manager
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Key skills for this role
About the Role
The Ritz-Carlton, Doha seeks a Guest Relations Manager to support property operations and ensure exceptional guest service. The role involves managing front desk operations, resolving service issues, and supervising team members.
Key Skills for This Role
Responsibilities
- Support all property operations ensuring highest levels of hospitality and service
- Manage flow of questions and direct guests within the lobby
- Track and resolve service issues
- Supervise and manage employees, performing duties in their absence
- Handle complaints, disputes, and grievances
- Conduct property tours to monitor compliance with energy conservation efforts
- Implement customer recognition/service program
- Ensure compliance with all policies, standards, and procedures
- Provide above and beyond customer service
- Maintain high visibility in public areas during peak times
Requirements
- High school diploma or GED
- 1 year experience in guest services, front desk, or related professional area
- OR 2 year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
Full Job Posting
Job Summary
- Supports all property operations, ensuring highest levels of hospitality and service. Manages flow of questions and directs guests within the lobby. Supports tracking and resolution of service issues.
Education and Experience
- High school diploma or GED; 1 year 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.
Core Work Activities
- Managing Guest Services and Front Desk Operations: 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. Understanding employee positions well enough to perform duties in employees' absence.
- Maintaining Guest Services and Front Desk Goals: Manages day to day operations, ensuring quality, standards and meeting customer expectations.
- Develops specific goals and plans to prioritize, organize, and accomplish work.
- Supports handling complaints, settling disputes, and resolving grievances and conflicts.
- Assists with energy conservation efforts by monitoring compliance during property tours.
- Supporting Projects and Policies Related to Guest Experience and Safety: Supports implementation of customer recognition/service program.
- Supports regular inspection tours of entire facility for appearance, safety, staffing, security, and maintenance.
- Sends copy of MOD report to all departments on a daily basis.
- Ensures compliance with all policies, standards and procedures.
Benefits
- Competitive package inclusive of accommodation, flight tickets, transportation, meals, and more.
- Exclusive training and leadership development programs.
- Recognition and rewards for exceptional service.
- Preferential Members Rates at Marriott Hotels Globally.
- Dining & Wellness discounts for family and you.
- Medical Insurance Coverage.
- An HR team dedicated to your success and wellbeing.
About The Ritz Carlton, Doha
- Situated along the pristine shores of the Arabian Gulf for almost 24 years.
- 5 star resort featuring 374 elegantly designed rooms & suites, award winning restaurants, world class Spa facilities.
- Impeccable service that defines the legendary brand.
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