Assistant Manager - Guest Relations

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.

CANDIDATE PROFILE

Education and Experience

• High school diploma
or GED; 1 year experience in the guest services, front desk, or related
professional area.

OR

• 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

Assisting
in 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 employees,
understanding employee positions well enough to perform duties in employees'
absence.

Maintaining Guest Services and Front Desk
Goals

• Coordinates 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
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.

• Assists in generating the MOD
report.

• Monitors activities for 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.

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.

• Helps
employees to provide excellent customer service.

• Assists in coaching
and providing feedback to associates.

• 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.

Managing and Conducting Human Resource
Activities

• Supports manager in identifying development
opportunities for assoicates.

• Provides guidance and direction
to subordinates.

• 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.

JW Marriott is part of Marriott
International's luxury portfolio and consists of more than 100 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. JW Marriott associates are confident, innovative, genuine,
intuitive, and carry on the legacy of the brand’s namesake and company founder,
J.Willard Marriott. Our hotels offer a work experience unlike any other, where
you’ll be part of a community and enjoy true camaraderie with a diverse group
of co-workers. JW creates opportunities for training, development, recognition
and most importantly, a place where you can pursue your passions in a luxury
environment with a focus on holistic well-being.

Treating guests exceptionally starts with the way we take care of our
associates. That’s The JW Treatment™. In joining JW Marriott, you join
a portfolio of brands with Marriott International. Be where you can
do your best work,​ begin your purpose, belong to an amazing
global​ team, and become the best version of you.