Job Summary
Responsible for the successful functioning of the department. Major responsibility is to receive all in-house and outside telephone calls and process requests professionally and correctly. This includes taking room service orders, receiving and processing all requests for additional items, directions, correcting any issues and, if necessary, forwarding calls on to appropriate areas. Ensures agents' information is thorough and up-to-date. Tracks all guest requests and issues to use as a process improvement tool. Continually improves guest and employee satisfaction while maximizing financial performance of the department.
Candidate Profile
Education and Experience
- High school diploma or GED; 2 years experience in 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
Maintaining Guest Services and Front Desk Goals
- Manages day-to-day operations, ensures quality, standards, and meets customer expectations daily.
- Develops specific goals and plans to prioritize, organize, and accomplish work.
- Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
Managing Projects and Policies
- Implements customer recognition/service program, communicating and ensuring process.
- Tracks all guest issues from various sources and reports results.
- Ensures guest requests/issues are logged.
- Oversees financial aspects of the department, including purchasing and payment of invoices.
Ensuring Exceptional Customer Service
- Provides services 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.
- Identifies trends in guest issues for resolution.
- Schedules and supervises staff to ensure prompt, friendly, and attentive service.
- Supervises AYS agents and runners to ensure prompt and complete resolution of guest calls and requests.
- Coordinates process of receiving and resolving guest issues and requests.
Supporting Management of Guest Service Team
- 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.
- Manages all day-to-day operations.
- Understands employee positions well enough to perform duties in employees' absence.
Supporting Human Resource Activities
- Assists in developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Assists in recruitment, hiring, training, and orientation of department personnel.
Additional Responsibilities
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person.
- Analyzes information and evaluates 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.
- Ensures all department equipment is in proper working condition and that department areas and storerooms are clean.
- Performs departmental administrative duties.
- Addresses complaints and serves as Manager on Duty as needed.
- Attends meetings.
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.
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