Marriott Hotel Jobs – Guest Service Duty Manager

Job Description:

Reporting to the Guest Experience Manager. The primary purpose of this position is to co-ordinate all activities and operations of the Guest Services department in accordance with the company’s policies and procedures. Ensure the effective running of the day-to-day operations and resolving all guest complaints to the ultimate satisfaction of the guest.

Job Responsibilities:

• Good leadership and interpersonal skills essential.
• Experience in IR management and disciplinary processes
• Attention to detail pertaining to area of responsibility
• Excellent interpersonal skills, including a pleasant telephone manner Good administrative skills
• Two to three years’ relevant experience in a similar position within a hotel environment
• A recognized qualification in Hospitality Management or 3 years’ experience in a Management Capacity
• Front Office experience essential
• Systems Required – OPERA, GXP, Internet, MS Word/Office, Microsoft excel and Outlook.
• Ensure that the standards of service excellence and guest satisfaction are met and maintained
• Ability to use Initiative and be proactive and self-motivated
• Maintain a neat, clean and well-groomed appearance as per company standards

Job Requirements:

• Ensure that the standards of service excellence and guest satisfaction are maintained
• Effective planning, assigning and delegations of tasks to meet deadlines.
• Effective communication, problem solving, decision making and conflict management
• Elevate Guest Services team to executional excellence
• Ensure that every guest complaint is handled and solved to the satisfaction of the guest
• Actively champion and oversee all Starwood related issues to both staff and guests.
• Understands and follows policies and procedures with regards to the hotel’s key control system and ensure that others follow them.
• Supply and co-ordinate training to all Front of House staff.
• Ensure that the standards of service excellence and guest satisfaction are met and maintained.
• IR management – ensure disciplinary processes are carried out and adhered to
• Liaise with other departments and associates to ensure the smooth running of Rooms Division to ensure strong collaboration between Operations Teams
• Review Guest Voice scores related to guest experience and assist HR trainer with regards to implementing relevant training needs that will enhance guest interaction/experience to maintain a fully guest-centric approach amongst all staff.

Job Details:

Company: Marriott

Vacancy Type:  Full Time

Job Location: Cape Town, Western Cape, ZA

Application Deadline: N/A

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