Manager, Guest Relations
Marriott International, Inc.
lagos, NG
19h ago
source : Mrjobsnaija

Marriott International, Inc.'s job vacancy, Career and Recruitment

Job title : Manager, Guest Relations jobs in Lagos Job Location : Lagos Deadline : July 09, 2022

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  • Job Summary

  • Supports all property operations, ensuring that the highest levels of hospitality and service are provided.
  • Manages the flow of questions and directs guests within the lobby.
  • Supports the tracking and resolution of service issues.
  • Core Work Activities

    Managing Guest Services and Front Desk Operations :

  • 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. Understanding employee positions well enough to perform duties in employees' absence.
  • Maintaining Guest Services and Front Desk Goals :

  • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Develops specific goals and plans to prioritize, organize, and accomplish your work.
  • Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Assists with energy conservation efforts by monitoring compliance during property tours.
  • Supporting Projects and Policies Related to Guest Experience and Safety :

  • Supports implementation of the customer recognition / service program, communicating and ensuring the process.
  • Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
  • Sends copy of MOD report to all departments on a daily basis.
  • Ensures compliance with all policies, standards and procedures.
  • Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
  • Understands and complies with loss prevention policies and procedures.
  • Ensuring and Providing 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.
  • 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.
  • Serves as a leader in displaying outstanding hospitality skills.
  • Sets a positive example for guest relations.
  • Empowers employees to provide excellent customer service.
  • Observes service behaviors of employees and provides feedback to individuals.
  • Maintains high visibility in public areas during peak times.
  • Provides immediate assistance to guests as requested.
  • Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
  • Records guest issues in the guest response tracking system.
  • Reviews comment cards and guest satisfaction results with employees.
  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
  • Managing and 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.
  • Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
  • 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 updating the executives, the peers and the subordinates on relevant information in a timely manner.
  • 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.
  • Participates as needed in the investigation of employee and guest accidents.
  • Performs Front Desk duties in high demand times.
  • Candidate Profile

    Education and Experience :

  • High School Diploma or GED; 1 year 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.

  • Hospitality / Hotel / Restaurant jobs in Nigeria *Hospitality / Hotel / Restaurant jobs in Lagos *Manager, Guest Relations in Lagos
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