Position Overview:

Serves as the property Manager on Duty, overseeing all property operations to ensure the highest levels of hospitality and service are provided.
Represents property management in resolving any guest-related situations.
Manages the flow of questions and directs guests within the lobby.
Serves as Guest Relations Manager, tracking service issues.

Candidate Profile:

Education and Experience:
High school diploma or GED + 2 years of experience in guest services, front desk, or related area, OR
2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Core Work Activities:

Leading Guest Services Teams:

Utilize interpersonal and communication skills to lead, influence, and encourage others.
Advocate sound financial/business decision-making.
Lead by example, demonstrating honesty and integrity.
Build trust, respect, and cooperation among team members.
Supervise and manage employees, ensuring day-to-day operations run smoothly.
Understand employee roles and perform duties in their absence.
Celebrate team successes and recognize individual contributions.
Establish and maintain open, collaborative relationships with employees.

Maintaining Guest Services and Front Desk Goals:

Develop specific goals and plans to prioritize, organize, and accomplish work.
Handle complaints, disputes, and conflicts.
Maintain strong relationships with other departments to support property operations and expedite problem resolution.
Intervene in guest/employee situations to maintain property integrity, guest satisfaction, and employee well-being.
Ensure consistent communication with employees regarding business objectives, performance, and expectations.
Assist in financial management (e.g., budget, operating statements, payroll reports).

Ensuring Exceptional Customer Service:

Provide services above and beyond for customer satisfaction and retention.
Improve service by understanding guest needs, providing guidance, feedback, and coaching.
Manage daily operations to meet customer expectations.
Display outstanding hospitality skills and set a positive example for guest relations.
Respond to guest problems and complaints.
Empower employees to deliver excellent customer service.
Observe service behaviors and provide feedback.
Participate in developing corrective action plans to improve guest satisfaction.

Implementing Projects and Policies:

Implement customer recognition/service programs.
Ensure property policies are administered fairly, consistently, and according to Standard and Local Operating Procedures (SOPs and LSOPS).
Manage payroll administration.

Conducting Human Resource Activities:

Identify developmental needs of others and coach, mentor, and help improve knowledge/skills.
Provide guidance to subordinates, setting performance standards and monitoring progress.
Participate in employee progressive discipline procedures.
Use available on-the-job training tools and supervise training initiatives.
Participate in employee performance appraisals and provide feedback.

Additional Responsibilities:

Provide information to supervisors, co-workers, and subordinates in various formats (phone, written, e-mail, in person).
Analyze information to evaluate results and solve problems.
Inform and update executives, peers, and subordinates on relevant information in a timely manner.
Maintain high visibility in public areas during peak times.
Understand and implement emergency plans (e.g., accidents, deaths, thefts, fires).
Perform Front Desk duties during high demand times.

Additional Information:

Marriott International is an equal opportunity employer.
Committed to diversity, inclusion, and non-discrimination (disability, veteran status, etc.).

Guest Relations Manager