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834 Marriott International Jobs
Guest Relations Manager
Marriott International
posted 1 week ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues. CANDIDATE PROFILE
Education and Experience
High school diploma or GED; 1 year 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. CORE WORK ACTIVITIES
Managing Guest Services and Front Desk Operations
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Serves as a role model to demonstrate appropriate behaviors. Supervises and manages employees. Understanding employee positions well enough to perform duties in employees absence. Maintaining Guest Services and Front Desk Goals
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work. Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Assists with energy conservation efforts by monitoring compliance during property tours. Supporting Projects and Policies Related to Guest Experience and Safety
Supports implementation of the customer recognition/service program, communicating and ensuring the process. Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance. Sends copy of MOD report to all departments on a daily basis. Ensures compliance with all policies, standards and procedures. Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc
Understands and complies with loss prevention policies and procedures. Ensuring and Providing Exceptional Customer Service
Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved. Serves as a leader in displaying outstanding hospitality skills. Sets a positive example for guest relations. Empowers employees to provide excellent customer service. Observes service behaviors of employees and provides feedback to individuals. Maintains high visibility in public areas during peak times. Provides immediate assistance to guests as requested. Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction. Records guest issues in the guest response tracking system. Reviews comment cards and guest satisfaction results with employees. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Managing and Conducting Human Resource Activities
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. Additional Responsibilities
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. Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner. Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property. Communicates any variations to the established norms to the appropriate department in a timely manner. Participates as needed in the investigation of employee and guest accidents. Performs Front Desk duties in high demand times
Employment Type: Full Time, Permanent
Read full job description
What people at Marriott International are saying
Guest Relation Manager salary at Marriott International
reported by
5
employees
with 7-10
years exp.
₹7
L/yr - ₹11.4
L/yr
65%
more
than the average Guest Relation Manager Salary in India
View more details
What Marriott International employees are saying about work life
based on 1.4k employees
Flexible timing
Rotational Shift
No travel
Day Shift
Marriott International Benefits
View more benefits
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