Guest Relations Manager

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.).