Mgr-Guest Relations

Marriott Hotels Resorts

20h

About The Position

JOB SUMMARY Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

Requirements

High school diploma or GED; 2 years 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.

Responsibilities

Serves as the property Manager on Duty and oversees all property operations
Represents property management in resolving any guest related situation
Manages the flow of questions and directs guests within the lobby
Serves as Guest Relations Manager and handles the tracking of service issues
Utilizes interpersonal and communication skills to lead, influence, and encourage others
Supervises and manages employees and all day-to-day operations
Handles complaints, settling disputes, and resolving grievances and conflicts
Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results
Provides services that are above and beyond for customer satisfaction and retention
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
Responds to and handles guest problems and complaints
Implements the customer recognition/service program, communicating and ensuring the process
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance
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
Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
Performs Front Desk duties in high demand times