Manager, Guest Relations at Marriott International Full Time

Job Title: Manager, Guest Relations

Job Number: 22095386
Location:  Lagos
Schedule: Full-Time
Job Category: Rooms & Guest Services Operations
Brand: Marriott Hotels Resorts
Relocation? N
Position Type: Management
Located Remotely? N

Job Summary

• 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.

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.

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.

Application Closing Date
Not Specified.

Note

• 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.