Guest Relations Manager
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Key skills for this role
About the Role
Marriott International seeks a Guest Relations Manager to support property operations and ensure high levels of hospitality and service at JW Marriott in Riyadh. The role involves managing guest services, handling complaints, and supervising front desk operations.
Key Skills for This Role
Responsibilities
- Manage day to day operations, ensuring quality, standards and meeting customer expectations
- Support handling complaints, settling disputes, and resolving grievances and conflicts
- Supervise and manage employees, understanding positions to perform duties in their absence
- Develop specific goals and plans to prioritize, organize, and accomplish work
- 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
- Provide services that are above and beyond for customer satisfaction and retention
- Identify developmental needs of others and coach, mentor, or help improve knowledge or skills
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.
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: Utilize interpersonal and communication skills to lead, influence, and encourage others; encourage and build mutual trust; serve as a role model; supervise and manage employees.
- Maintaining Guest Services and Front Desk Goals: Manage day to day operations; develop specific goals and plans; support handling complaints; assist with energy conservation efforts.
- Supporting Projects and Policies Related to Guest Experience and Safety: Support implementation of customer recognition/service program; conduct regular inspection tours; ensure compliance with all policies; understand and implement emergency plans.
- Ensuring and Providing Exceptional Customer Service: Provide services above and beyond; improve service by communicating and assisting individuals; intervene in guest/employee situations; serve as a leader in displaying hospitality skills; empower employees; observe service behaviors; maintain high
- Managing and Conducting Human Resource Activities: Identify developmental needs; provide guidance and direction; assist in interviewing and hiring.
- Additional Responsibilities: Provide information to supervisors; analyze information; inform executives; maintain working relationships; communicate variations; participate in investigations; perform Front Desk duties in high demand times.
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