Guest Services Manager

Marriott • Kahuku, HI

1d • $81,000 - $104,000

About The Position

The Guest Services Manager serves as the property Manager on Duty and oversees property operations to ensure high levels of hospitality and service. The manager represents property management in resolving guest-related situations, manages questions and guest flow in the lobby, and serves as Guest Relations Manager, tracking service issues.

The role leads and supervises the Guest Services team and day-to-day operations, maintains relationships across departments, resolves guest and employee concerns, and supports financial management through review of budgets, operating statements, and payroll reports. The manager sets service expectations, coaches employees, supports training and performance reviews, administers policies and payroll, and remains visible in public areas during peak periods. The position may also perform Front Desk duties during high-demand times and must understand and implement property emergency plans.

The Ritz-Carlton describes its service culture as guided by its Gold Standards, including its Employee Promise, Credo, and Service Values. The company states that it welcomes all, values associates’ backgrounds, and is committed to non-discrimination on protected bases.

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 from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no work experience required.
• Interpersonal and communication skills to lead, influence, and encourage others.
• Ability to demonstrate honesty and integrity, sound financial and business decision-making, and leadership by example.
• Ability to handle complaints, negotiate, resolve disputes and conflicts, and solve problems.
• Ability to understand budgets, operating statements, and payroll progress reports.
• Ability to provide guidance, coaching, mentoring, training, and performance feedback to employees.
• Ability to understand and implement emergency plans.

Responsibilities

• Serve as the property Manager on Duty and oversee property operations.
• Represent property management in resolving guest-related situations; manage guest questions and lobby flow; serve as Guest Relations Manager and track service issues.
• Lead, supervise, and manage employees and day-to-day operations, including performing employees’ duties when necessary.
• Build trust, cooperation, and open working relationships among team members; model appropriate behavior and recognize employee contributions.
• Develop goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, disputes, grievances, and conflicts, and intervene in guest or employee situations as needed.
• Maintain strong working relationships with other departments to support operations and resolve problems.
• Communicate business objectives and expectations to employees, recognize performance, and support desired results.
• Assist with financial management by understanding budgets, operating statements, and payroll progress reports.
• Provide service that supports guest satisfaction and retention; respond to guest problems and complaints and provide immediate assistance as requested.
• Coach employees, provide feedback, empower them to deliver excellent service, and monitor service quality and customer-service expectations.
• Participate in developing and implementing corrective action plans to improve guest satisfaction.
• Implement customer recognition and service programs.
• Administer property policies consistently and ensure disciplinary procedures and documentation comply with applicable Standard and Local Operating Procedures and support the Peer Review Process.
• Manage payroll administration.
• Identify employee development needs; coach, mentor, guide, and train employees; set performance standards and monitor performance.
• Participate in progressive discipline and employee performance appraisal processes; solicit employee feedback and address concerns.
• Communicate relevant information to supervisors, peers, and subordinates in a timely manner, including by telephone, in writing, email, or in person.
• Maintain high visibility in public areas during peak times.
• Understand and implement emergency plans, including plans for accidents, deaths, elevator incidents, thefts, vicious crimes, bombs, and fires.
• Perform Front Desk duties during high-demand times.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED