Job description
What you’ll do
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
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
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
Marriott International is an equal opportunity employer
We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture
We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law
We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture
We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law