Guest Experience Manager

Description

JOB SUMMARY

Assists in managing the execution of all operations in the rooms area departments (e.g. Front Office Engineering / Maintenance Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Monitors compliance with standards and procedures. Leads specific team while assisting with meeting or exceeding property goals.

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 4 years experience in the guest services front desk housekeeping or related professional area.

OR

2-year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major; 2 years experience in the guest services front desk housekeeping or related professional area.

CORE WORK ACTIVITIES

Leading Room Operations Team

Verifies that goals are being translated to the team as they relate to guest tracking and productivity.

Creates and nurtures a property environment that emphasizes motivation empowerment teamwork continuous improvement and a passion for providing service.

Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.

Verifies that the team has the capabilities to meet expectations.

Leads by example demonstrating self-confidence energy and enthusiasm.

Assists employees in understanding guests ever-changing needs and expectations and exceeding them.

Managing Property Rooms Operations Function(s)

Assists in managing the execution of all operations in the rooms area departments (e.g. Front Office Engineering / Maintenance Housekeeping).

Follows property specific second effort and recovery plan.

Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms comment cards and guest letters.

Takes proactive approaches when dealing with employee concerns.

Extends professionalism and courtesy to employees at all times.

Communicates / updates all goals and results with employees.

Meets semiannually with staff on a one-to-one basis.

Assists / teaches the team scheduling against guest and hours / occupied room goals.

Performs hourly job functions as needed.

Performs other duties as assigned to meet business needs.

Managing and Monitoring Activities that Affect the Guest Experience

Understands the brands service culture.

Provides excellent customer service by being readily available / approachable for all guests.

Strives to continually improve guest and employee satisfaction.

Takes proactive approaches when dealing with guest concerns.

Extends professionalism and courtesy to guests at all times.

Responds timely to customer service department request.

Verifies that all team members meet or exceed all hospitality requirements.

Managing Profitability

Assists in performing required annual Quality audit with General Manager (GM) & Regional Director (RD).

Verifies that a viable key control program is in place.

Reviews financial statements sales and activity reports and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Strives to maximize the financial performance of the department.

Conducting Human Resources Activities

Interviews and assists in making hiring decisions.

Receives hiring recommendations from team supervisors.

Verifies that orientations for new team members are thorough and completed in a timely fashion.

Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.

Verifies property policies are administered fairly and consistently disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process where applicable.

Celebrates successes and publicly recognizes the contributions of team members.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal state and local law.

Required Experience :

Manager

Key Skills

Bilingual,Linux Administration,Documentation,LNG,Entry Level Finance

Employment Type : Full-Time

Experience : years

Vacancy : 1