Guest Relations- Guest Experience Supervisor at Marriott International

POSITION SUMMARY

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.  Represents property management in resolving any guest or property related situation.  Manages the flow of questions and directs guests within the lobby.  Serves as Guest Relations Manager and handles the tracking of service issues.

Minimum skills experience & requirements:

• A recognised qualification in Hospitality Management
• 2 years relevant experience in a similar position within a hotel environment
• Proficiency in Microsoft packages as well as extensive knowledge of Fidelio Opera
• Professional Disposition
• Competence to build and effectively manage interpersonal relationships at all levels
• Professional communication and email etiquette,
• Strong and effective planning and organizing skills to ensure operational efficiencies
• Confidence in decision making and conflict resolution abilities
• Competency in administration skills – stock rotation, inventory control and ordering
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Maintain a neat, clean and well-groomed appearance as per company standards

CORE WORK ACTIVITIES

Supporting Property Operations and Guest Relations Needs

• Maintains 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.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Sends duty manager report to all departments on a daily basis.
• Strives to improve service performance.
• Ensures compliance with all policies, standards and procedures.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
• Understands and complies with loss prevention policies and procedures.

Managing the Guest Experience

• Intervenes 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.
• Empowers employees to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Ensures employees understand customer service expectations and parameters.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Records guest issues in the guest response tracking system.
• Respond to all guest reviews across all platforms
• Identify trends with regards to Guest Feedback and communicate with other departments in order to look for solutions for complaints that filter through.
• Meet and Greet Marriott Bonvoy Members on arrival.
• Lobby duties include – Welcoming guests on arrival and wishing them farewell during departure from the hotel.
• Providing guest with advice on popular restaurants and entertainments and tours during their visit, as well as facilitating reservation requests.
• Manage VIP gifting for guests and Marriott Bonvoy Members
• Making all teams aware of any Birthdays, Special occasions, Honeymoon, Anniversary stays and ensure these guests and Marriott members receive the appropriate amenities specific to your property needs.
• Participates as needed in the investigation of employee and guest accidents.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Celebrates successes and publicly recognizes the contributions of team members.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) 
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.