Guest Relations Manager

Marriott•Orlando, FL

4d•$74,000 - $95,000

About The Position

The Guest Relations Manager serves as the property Manager on Duty and oversees property operations to ensure the highest levels of hospitality and service. The role represents property management in resolving guest-related situations, manages questions and directs guests within the lobby, and tracks service issues. The manager leads and supervises guest services employees, manages day-to-day operations, maintains coordination with other departments, and supports service and financial goals. The role addresses guest complaints and employee situations, coaches team members, supports training and performance management, administers payroll, and helps ensure property policies and emergency plans are followed. The manager maintains visibility in public areas during peak times and performs Front Desk duties during periods of high demand. At The Ritz-Carlton, the role is expected to deliver the brand’s Gold Standards and provide gracious, thoughtful luxury service. Marriott International describes itself as an equal opportunity employer committed to welcoming people from diverse backgrounds and providing access to opportunity.

Requirements

High school diploma or GED and 2 years of experience in guest services, front desk, or a related professional area; alternatively, a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major with no work experience required.
Interpersonal and communication skills to lead, influence, encourage, and coach others.
Ability to handle guest complaints, resolve disputes and conflicts, analyze information, and choose solutions to problems.
Ability to understand budgets, operating statements, and payroll progress reports.
Ability to administer payroll and apply property policies, disciplinary procedures, and documentation practices consistently.
Ability to understand and implement emergency plans.

Responsibilities

Serve as the property Manager on Duty and oversee property operations to ensure high levels of hospitality and service.
Represent property management in resolving guest-related situations, manage questions, direct guests in the lobby, and track service issues.
Lead, supervise, and manage employees and day-to-day operations; understand employee duties well enough to cover in their absence.
Build trust, respect, cooperation, and collaborative relationships among team members and across departments.
Set goals and plans to prioritize, organize, and accomplish work; support property operations and resolve operational problems.
Handle guest complaints, disputes, grievances, and conflicts, and intervene in guest or employee situations as needed.
Maintain ongoing communication with employees about business objectives and expectations, recognize performance, and support desired results.
Comprehend budgets, operating statements, and payroll progress reports to assist with departmental financial management.
Provide service that supports customer satisfaction and retention; respond to guest problems and requests and model outstanding hospitality.
Coach employees, observe and provide feedback on service behaviors, empower employees to deliver excellent service, and work to improve service performance.
Ensure employees understand customer-service expectations and participate in corrective action plans to improve guest satisfaction.
Implement customer recognition and service programs and ensure property policies and disciplinary procedures are administered and documented consistently.
Manage payroll administration.
Identify employee development needs, mentor and coach employees, set performance standards, monitor performance, and support training and performance appraisal processes.
Solicit employee feedback and use employee satisfaction results to address concerns.
Share relevant information with supervisors, peers, subordinates, and executives in a timely manner.
Maintain high visibility in public areas during peak times and perform Front Desk duties during high-demand periods.
Understand and implement emergency plans, including those for accidents, deaths, elevator incidents, theft, violent crimes, bombs, and fires.
Deliver The Ritz-Carlton Gold Standards and exemplify its Employee Promise, Credo, and Service Values.