Guest Experience Leader

vor 1 Woche

Leipzig, Sachsen, Deutschland Marriott International Vollzeit

Job Summary

The Hotel Operations Manager is responsible for overseeing all property operations, ensuring exceptional hospitality and service standards are met. This role represents property management in resolving guest or property-related situations, managing the flow of questions, and directing guests within the lobby.

Candidate Profile

Education and Experience

• High school diploma or equivalent; 4 years of experience in guest services, front desk, housekeeping, or a related field.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; 2 years of experience in guest services, front desk, housekeeping, or a related field.

Core Work Activities

Supporting Property Operations and Guest Relations Needs

• 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.

• Sends a copy of the MOD report to all departments on a daily basis.

• Strives to improve service performance.

• Ensures compliance with all policies, standards, and procedures.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Supporting Profitability Goals

• Understands and complies with loss prevention policies and procedures.

• Reviews staffing levels to ensure that guest service, operational needs, and financial objectives are met.

• Reviews financial statements, sales, and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Managing the Guest Experience

• Intervenes in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate well-being is preserved.

• Empowers associates to provide excellent customer service.

• Provides immediate assistance to guests as requested.

• Serves as a leader in displaying outstanding hospitality skills.

• Sets a positive example for guest relations.

• Responds to and handles guest problems and complaints.

• Ensures associates understand customer service expectations and parameters.

• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels, and overall satisfaction.

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

• Records guest issues in the guest response tracking system.

Assisting Human Resources Activities

• Participates as needed in the investigation of associate and guest accidents.

• Observes service behaviors of associates and provides feedback to individuals.

• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.

• Celebrates successes and publicly recognizes the contributions of team members.

• Ensures associates are cross-trained to support daily operations.

• 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.

• Understands and, if necessary, implements all emergency plans, including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

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