Guest Relations Manager
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Key skills for this role
About the Role
Marriott Hotels & Resorts in Riyadh is seeking a Guest Relations Manager to support property operations, manage guest services, and resolve issues. Requires a high school diploma or degree with 0-1 year experience in guest services or front desk.
Key Skills for This Role
Responsibilities
- Utilize interpersonal and communication skills to lead, influence, and encourage others
- Encourage and build mutual trust, respect, and cooperation among team members
- Serve as a role model to demonstrate appropriate behaviors
- Supervise and manage employees; understand employee positions to perform duties in their absence
- Manage day to day operations, ensuring quality, standards and meeting customer expectations
- Develop specific goals and plans to prioritize, organize, and accomplish work
- Support handling complaints, settling disputes, and resolving grievances and conflicts
- Assist with energy conservation efforts by monitoring compliance during property tours
- Support implementation of customer recognition/service program
- Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance
- Ensure compliance with all policies, standards and procedures
- Understand and implement all emergency plans
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
Job Summary
- 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 Education and Experience
- 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.
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 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.
Supporting Projects and Policies Related to Guest Experience and Safety
- Supports implementation of the customer recognition/service program, communicating and ensuring the process.
- 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.
- Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Understands and complies with loss prevention policies and procedures.
Ensuring and Providing 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, providing guidance, feedback, and individual coaching when needed.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Maintains high visibility in public areas during peak times.
- Provides immediate assistance to guests as requested.
- Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Records guest issues in the guest response tracking system.
- Reviews comment cards and guest satisfaction results with employees.
Managing and 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.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
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 updating the executives, the peers and the subordinates on relevant information in a timely manner.
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Communicates any variations to the established norms to the appropriate department in a timely manner.
- Participates as needed in the investigation of employee and guest accidents.
- Performs Front Desk duties in high demand times.
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