Guest Relations Manager

Job Summary

Supports all property operations, ensuring the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby, and supports the tracking and resolution of service issues.

Candidate Profile

Education and Experience

• High school diploma or GED, with 1 year of experience in guest services, front desk, or a related professional area.
• Or a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; no work experience required.

Core Work Activities

Managing Guest Services and Front Desk Operations

• Lead, influence, and encourage others using interpersonal and communication skills, leading by example with honesty and integrity.
• Build mutual trust, respect, and cooperation among team members, and serve as a role model.
• Supervise and manage employees, and understand their positions well enough to cover their duties in their absence.

Maintaining Guest Services and Front Desk Goals

• Manage day-to-day operations to ensure quality, standards, and customer expectations are met.
• Develop goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, and resolve grievances and conflicts.
• Assist with energy conservation efforts by monitoring compliance during property tours.

Supporting Projects and Policies Related to Guest Experience and Safety

• Support the customer recognition and service program.
• Support regular inspection tours covering appearance, safety, staffing, security, and maintenance.
• Send a copy of the MOD report to all departments daily.
• Ensure compliance with policies, standards, and procedures, including loss prevention.
• Understand and implement emergency plans, such as accident, fire, and theft procedures.

Ensuring and Providing Exceptional Customer Service

• Deliver service above and beyond to drive guest satisfaction and retention.
• Intervene in guest or employee situations as needed to protect property integrity and employee well-being.
• Maintain high visibility in public areas during peak times and provide immediate assistance to guests.
• Gather guest feedback across the property, record guest issues in the tracking system, and review comment cards and satisfaction results with employees.
• Coach employees on service behaviors and empower them to deliver excellent service.

Managing and Conducting Human Resource Activities

• Identify development needs and coach, mentor, and help others build knowledge and skills.
• Set performance standards for subordinates and monitor their performance.
• Assist with interviewing and hiring team members with the appropriate skills.

Additional Responsibilities

• Communicate information to supervisors, co-workers, and subordinates by phone, in writing, by email, or in person.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Maintain a strong working relationship with all departments to support property operations and goals.
• Participate as needed in investigations of employee and guest accidents, and perform front desk duties during high-demand times.

About the Team

Marriott International offers opportunities for training, development, and recognition within a diverse global team. The posting emphasizes associate well-being and equal opportunity.