Marriot Careers – Guest Relations Manager

Job Description:

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.

Job Responsibilities:

• Observes service behaviors of employees and provides feedback to individuals.
• Provides services that are above and beyond for customer satisfaction and retention.
• Understands and complies with loss prevention policies and procedures.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Ensures compliance with all policies, standards and procedures.
• 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.
• Maintains high visibility in public areas during peak times.
• Reviews comment cards and guest satisfaction results with employees.
• Records guest issues in the guest response tracking system.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• 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.
• Sends copy of MOD report to all departments on a daily basis.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Empowers employees to provide excellent customer service.
• Supports implementation of the customer recognition/service program, communicating and ensuring the process.
• Sets a positive example for guest relations.

Job Requirements:

• Reading Comprehension – Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Global Mindset – Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Oral Comprehension – Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Coworker Relationships – Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Front Desk – Knowledge of procedures and policies for check-in/check-out; pre-arrival planning; Marriott Rewards Program; Corporate-sponsored programs; Property based systems (i.e., MGS, MARSHA, PMS, Fidelio Opera, FOSSE, Call Accounting, Voicemail, Movies, Key); vendors, products, services, and merchandise; front desk supply management; room inventory management.
• Customer Relationships – Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Mathematical Reasoning – Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Writing – Communicates effectively in writing as appropriate for the needs of the audience.
• Basic Computer Skills – Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Guest Services – Knowledge of procedures for wake-up services, safe deposit boxes, room and property amenities, property-specific programs (e.g., kids programs), guest rewards programs, and local attractions.

Job Details:

Company: Marriott

Vacancy Type:  Full Time

Job Location: Johannesburg , Gauteng, ZA

Application Deadline: N/A

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