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715 Performance Appraisal Jobs

Guest Relations Manager - EXPAT

Marriott

4.2

based on 1.3k Reviews

2-5 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Guest Relations Manager - EXPAT

Marriott International

posted 2d ago

Job Role Insights

Key skills for the job

HRIS Customer Service Hospitality Front Desk Training CCTV Monitoring

+ 3 more

Job Description

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 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

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required

CORE WORK ACTIVITIES

Leading Guest Services Teams

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example

Encourages and builds mutual trust, respect, and cooperation among team members

Serves as a role model to demonstrate appropriate behaviors

Supervises and manages employees

Manages all day-to-day operations

Understands employee positions well enough to perform duties in employees absence

Celebrates successes and publicly recognizes the contributions of team members

Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team

Maintaining Guest Services and Front Desk Goals

Develops specific goals and plans to prioritize, organize, and accomplish your work

Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others

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

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

Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results

Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention

Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed

Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis

Serves as a leader in displaying outstanding hospitality skills

Sets a positive example for guest relations

Responds to and handles guest problems and complaints

Empowers employees to provide excellent customer service

Observes service behaviors of employees and provides feedback to individuals

Strives to improve service performance

Provides immediate assistance to guests as requested

Ensures employees understand customer service expectations and parameters

Participates in the development and implementation of corrective action plans to improve guest satisfaction

Implementing Projects and Policies

Implements the customer recognition/service program, communicating and ensuring the process

Ensures 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

Manages payroll administration

Conducting Human Resource Activities

Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills

Provides guidance and direction to subordinates, including setting performance standards and monitoring performance

Participates in employee progressive discipline procedures

Uses all available on the job training tools for employees

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

Supervises on-going training initiatives and conducts training when appropriate

Participates in the employee performance appraisal process, providing feedback as needed

Additional Responsibilities

Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person

Analyzes information and evaluating results to choose the best solution and solve problems

Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner

Maintains high visibility in public areas during peak times

Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc

Performs Front Desk duties in high demand times

Marriott International is an equal opportunity employer

We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture

We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law

Employment Type: Full Time, Permanent

Read full job description