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.).
