Guest Relations Manager
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
Manages guest services and front desk operations, utilizing 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. Supervises and manages employees. Maintains guest services and front desk goals.
Serves as a role model to demonstrate appropriate behaviors. 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. 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.
Ensures and provides exceptional customer service, providing services that are above and beyond for customer satisfaction and retention. 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.
Manages and conducts human resource activities, identifying 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 include providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluates results to choose the best solution and solve problems. Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. Maintains a bold 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.
Job Summary
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.