Guest Relations Manager
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Key skills for this role
About the Role
Marriott International is seeking a Guest Relations Manager to support property operations and ensure high levels of hospitality. The role manages guest services, front desk operations, and resolves service issues.
Key Skills for This Role
Responsibilities
- Manage day to day operations, ensuring quality standards and meeting customer expectations
- Supervise and manage employees, including setting performance standards and monitoring performance
- Handle complaints, settle disputes, and resolve grievances and conflicts
- Support implementation of customer recognition/service program
- Conduct regular inspection tours of the facility for appearance, safety, staffing, security, and maintenance
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
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.
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.
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.
- 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.
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.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained.
- 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.
- 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.
- 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.
- 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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