Guest Relations Manager
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Key skills for this role
About the Role
The Ritz-Carlton, Doha is hiring a Guest Relations Manager to support property operations and ensure exceptional guest service. The role involves managing front desk operations, handling guest issues, and leading team members.
Key Skills for This Role
Responsibilities
- Manage day to day operations, ensuring quality and standards meet customer expectations
- Support handling complaints, settling disputes, and resolving grievances
- Supervise and manage employees, performing duties in their absence when needed
- Maintain high visibility in public areas during peak times
- Provide immediate assistance to guests as requested
- Record guest issues in the guest response tracking system
- Review comment cards and guest satisfaction results with employees
- Assist in interviewing and hiring employee team members
Requirements
- 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
Full Job Posting
Position Overview
- Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues.
Candidate Profile
- High school diploma or GED; 1 year 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
- Utilizes interpersonal and communication skills to lead, influence, and encourage others.
- 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.
- Manages day to day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Assists with energy conservation efforts by monitoring compliance during property tours.
- Supports implementation of the customer recognition/service program.
- Supports regular inspection tours of the 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.
What We Offer
- A rewarding career within one of the most recognized and prestigious luxury brands in the world.
- Personal and professional development plans with curated training materials and guidance.
- Various opportunities for internal growth both locally and internationally within Marriott International.
- 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 your family and you.
- Medical Insurance Coverage.
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