About the Company
Marriott International portfolio of brands includes JW Marriott alongside 33 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 135 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.
About the role
Responsible for the successful functioning of the department. Major responsibility of the department 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. The Manager needs to ensure the agents’ information is thorough and up-to-date. Accountable for tracking all guest requests and issues to use as process improvement tool. Strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department.
Salary: $75,000 - $85,000
Type of employment: Full time
Critical responsibilities:
Maintaining Guest Services and Front Desk Goals
- Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
Managing Projects and Policies
- Implements the customer recognition/service program, communicating and ensuring the process.
- Tracks all guest issues from various sources and report results.
- Ensures guest requests/issues are logged.
- Oversees the financial aspects of the department including purchasing and payment of invoices.
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.
- Identifies trends in guest issues for resolution.
- Schedules and supervise 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 the 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 the 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, e-mail, 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 that all department equipment is in proper working condition and that department areas and storerooms are clean.
- Performs departmental administrative duties.
- Attends meetings (e.g., front office supervisor meetings, operations meetings, forecast meetings, monthly department meetings, sales strategy, pre-con meetings).
Successful Candidates will have
- 2 years experience in the guest services, front desk, or At Your Service department
- Passion for creating memorable guest experiences
- Strong knowledge of hotel operations, including front office, concierge, housekeeping, and food & beverage coordination
- Current work authorization (as applicable to the location)
- Previous supervisory or management experience in a luxury hospitality environment
- Strong problem-solving and conflict resolution abilities
- Strong problem-solving and conflict resolution abilities
- Proactive and results-driven approach
- Proactive and results-driven approach
The Benefits
Enjoy the benefits of:
- Unlimited strategic development and career opportunities
- Generous accommodation and food and beverage discounts including all properties within the Marriott International group
- Recognition programs to keep you motivated
- The best hotel training opportunities provided
- Wellbeing and mindfulness programs to ensure you stay healthy
Pay: $75,000.00 – $85,000.00 per year
Work Location: In person
