Function:
Reporting to the Guest Services Experience Manager, the successful incumbent will be responsible to foster relationships with guests to enhance the guest experience. Display a guest centric approach. Manage the day to day activities and support the Guest Services agent team whilst maintaining exceptional customer service standards in accordance with the hotel and Marriott policies and procedures.
Required Experience & Qualifications
- Relevant Hospitality qualification or equivalent
- Minimum 3 years’ experience working in hotel and/ or similar position.
- Minimum 2 years’ management experience within a similar role.
- Systems Required – OPERA, MGS and GXP, Internet, MS Word/Office, Microsoft excel and Outlook.
- Guest Centric Approach
- Professional and pleasant disposition
- Strong leadership and interpersonal skills essential.
- Strong planning and organizing skills to meet deadlines with regards to operational requirements
- Strong and effective communication, problem solving and decision making skills at all levels essential
- Proven excellent and conflict management skills
- Strong administration skills – payroll input, staff rostering, training
- Ability to work within a pressurized environment
- Quality and customer service driven
- Ability to use Initiative and be proactive and self-motivated
- Ensure that the standards of service excellence and guest satisfaction are met and maintained
- Attention to detail pertaining to area of responsibility
- Maintain a neat, clean and well-groomed appearance as per company standards
- Experience in IR management and disciplinary processes
- Ability to work without supervision and within a team
- Proficiency in Ms Office packages e.g. Word, Excel, Outlook, Micros, Opera
Key Responsibilities
- Ensure that the standards of service excellence and guest satisfaction are met and maintained.
- Effective planning, assigning and delegations of tasks to meet deadlines.
- IR management - ensure disciplinary processes are carried out and adhered to
- Effective communication, problem solving, decision making and conflict management
- Ensure that the standards of service excellence and guest satisfaction are maintained
- Ensure that every guest complaint is handled and solved to the satisfaction of the guest
- Actively champion and oversee all Marriott related issues to both staff and guests.
- Supply and co-ordinate training to all Front of House staff.
- Liaise with other departments and associates to ensure the smooth running of Rooms Division to ensure strong collaboration between Operations Teams
- Elevate Guest Services team to executional excellence
- 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.
- Understands and follows policies and procedures with regards to the hotel’s key control system and ensure that others follow them.
- 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.
- Understands and follows policies and procedures with regards to the hotel’s key control system and ensure that others follow them.
- Perform other reasonable duties as and when requested
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 celebrated. Our 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.