Guest Services Manager

1 week ago

Shanghai, Shanghai, China Marriott International Full time

Job Summary

As a Guest Recognition Manager at Marriott International, you will play a vital role in ensuring exceptional customer experiences across our properties. Your primary responsibility will be to manage the flow of questions and direct guests within the lobby, providing top-notch hospitality and service.

Candidate Profile

Education and Experience

• High school diploma or equivalent; 1 year of experience in guest services, front desk, or a related field.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; no prior work experience required.

Core Work Activities

Managing Guest Services and Front Desk Operations

• Utilize exceptional interpersonal and communication skills to lead, influence, and encourage team members; advocate sound financial and business decision-making; demonstrate honesty and integrity; lead by example.

• Foster a culture of mutual trust, respect, and cooperation among team members.

• Serve as a role model, demonstrating appropriate behaviors.

• Supervise and manage employees, understanding their positions well enough to perform duties in their absence.

Maintaining Guest Services and Front Desk Goals

• Manage day-to-day operations, ensuring quality, standards, and meeting customer expectations daily.

• Develop specific goals and plans to prioritize, organize, and accomplish work.

• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Assist with energy conservation efforts by monitoring compliance during property tours.

Supporting Projects and Policies Related to Guest Experience and Safety

• Support the implementation of the customer recognition/service program, communicating and ensuring the process.

• Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.

• Send a copy of the MOD report to all departments daily.

• Ensure compliance with all policies, standards, and procedures.

• Understand and implement all emergency plans, including accidents, death, elevator, thefts, vicious crimes, bombs, fire, etc.

• Understand and comply with loss prevention policies and procedures.

Ensuring and Providing Exceptional Customer Service

• Provide services that exceed customer satisfaction and retention.

• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.

• Serve as a leader in displaying outstanding hospitality skills.

• Set a positive example for guest relations.

• Empower employees to provide excellent customer service.

• Observe service behaviors of employees and provide feedback to individuals.

• Maintain high visibility in public areas during peak times.

• Provide immediate assistance to guests as requested.

• Interact with customers regularly throughout the property to obtain feedback on quality of product, service levels, and overall satisfaction.

• Record guest issues in the guest response tracking system.

• Review comment cards and guest satisfaction results with employees.

• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.

Managing and Conducting Human Resource Activities

• Identify the developmental needs of others and coach, mentor, or otherwise help others improve their knowledge or skills.

• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Assist as needed in the interviewing and hiring of employee team members with the appropriate skills.

Additional Responsibilities

• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person.

• Analyze information and evaluate results to choose the best solution and solve problems.

• Inform and/or update executives, peers, and subordinates on relevant information in a timely manner.

• Maintain 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.

• Communicate any variations to the established norms to the appropriate department in a timely manner.

• Participate as needed in the investigation of employee and guest accidents.

• Perform 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.

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