DescriptionAdditional Information: This hotel is owned and operated by an independent franchisee MCR Investors. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.
The Guest Services Manager will be responsible for the management of all Front Desk functions and team members while additionally leading guest experience initiatives and overseeing elevated service delivery during high-impact operational periods. This role directs implements and maintains a service and management philosophy that serves as a guide to respective team members.
Responsibilities:
Encourage and build mutual trust respect and cooperation among team members
Develop specific goals and plans to prioritize organize and accomplish work
Handle complaints settle disputes and resolve grievances and conflicts
Participate in department meetings and continually communicate a clear and consistent message regarding Front Office and Guest Services goals to produce desired results
Observe staffing levels to ensure that guest service operational needs and financial objectives are met
Support and train team members on adherence to all credit policies and procedures to reduce bad debts and rebates
Promote same day selling procedures to maximize room revenue and occupancy
Understand the impact of Front Office operations and guest experience initiatives on the overall hotel success
Improve service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed
Encourage team members to provide excellent customer service within guidelines
Interact with guests to obtain feedback on product quality and service levels
Identify the developmental needs of team members and coach mentor or otherwise help others improve their knowledge or skills
Utilize interpersonal and communication skills to lead influence and encourage others
Advocate sound financial and business decision making
Demonstrate honesty and integrity leading by example
Establish and maintain open collaborative relationships with team members
Ensure recognition of team members is taking place across areas of responsibility
Lead guest service initiatives to enhance the overall guest experience service delivery and guest satisfaction
Serve as the primary point of escalation for complex guest concerns service recovery situations and operational challenges requiring immediate resolution
Partner with Housekeeping Engineering Security and other hotel departments to proactively resolve guest-impacting operational issues
Maintain strong visibility in guest-facing areas during high-volume periods to ensure service standards and guest engagement are upheld
Support VIP arrivals special accommodations group movements and other high-touch guest service operations
Lead guest recovery efforts and make service-related decisions to protect guest satisfaction and brand loyalty
Monitor guest feedback trends and identify opportunities for service improvement and operational enhancements
Assist in maintaining brand service standards guest experience expectations and operational consistency across shifts
Our Company
MCR is the 3rd-largest hotel owner-operator in the United States.
Founded in 2006 our company has offices in New York City Dallas Chicago and Richmond Virginia.
MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22000 guestrooms across 37 states and 106 cities.
MCR has more than 7000 team members across the country and operates hotels under 9 Marriott brands 8 Hilton brands and a number of unflagged independent hotels.
MCR was named one of Fast Companys 10 Most Innovative Travel Companies of 2020.
MCR is a three-time recipient of the Marriott Partnership Circle Award the highest honor Marriott presents to its owner and franchise partners and a recipient of the Hilton Legacy Award for Top Performer.
For the TWA Hotel at New Yorks JFK Airport MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS) the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award the highest honor given by the AIA.
What we offer/Whats in it for you Hotel Discounts Weekly Pay Paid Time Off Retirement Options Referral bonuses Career advancement & upward mobility Health Dental Vision Insurance- available after 30 days of employment for full-time team members.
The salary range for this position is $75000 to $82000 annually.
This company is an equal opportunity employer.
frnch1
Job Location:
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
