At Your Service Manager

JOB SUMMARY

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.

CANDIDATE PROFILE

Education and Experience
• High school diploma or GED; 2
years 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

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.
• Addresses complaints and serves as Manager on Duty
as needed.
• Attends meetings (e.g., front office supervisor meetings,
operations meetings, forecast meetings, monthly department meetings, sales
strategy, pre-con meetings).

MANAGEMENT COMPETENCIES

Leadership
• Adaptability - Determines how change impacts
self and others; displays flexibility in adjusting priorities; and communicates
both the reasons for change and how it impacts the workplace.
•
Communication - Customizes approach to conveying complex information and ideas
to others in a convincing and engaging manner; appropriately interprets verbal
and non-verbal behavior; and models active listening to ensure
understanding..
• Problem Solving and Decision Making - Models and coaches
others on breaking complex issues into manageable parts, identifying
and evaluating alternatives and their implications before making decisions,
and involving and gaining agreement from others when making key decisions.

• Professional Demeanor - Exhibits behavioral styles that convey confidence
and command respect from others; makes a good first impression and represents
the company in alignment with its values.
Managing Execution
•
Building and Contributing to Teams - Leads and participates as a member of
a team to move the team toward the completion of common goals while fostering
cohesion and collaboration among team members.
• Driving for Results - Sets
high standards of performance for self and/or others; assumes responsibility
for work objectives; initiates, focuses, and monitors the efforts of self and/or
others toward the accomplishment goals; proactively takes action and goes beyond
what is required.
• Planning and Organizing - Gathers information
and resources required to set a plan of action for self and/or others;
prioritizes and arranges work requirements for self and/or others to accomplish
goals and ensure work is completed.
Building Relationships
• Coworker
Relationships - Interacts with others in a way that builds openness, trust,
and confidence in the pursuit of organizational goals and lasting relationships.

• Customer Relationships - Develops and sustains relationships based on
an understanding of customer needs and actions consistent with the company’s
service standards.
• Global Mindset - Supports employees and business
partners with diverse styles, abilities, motivations, and/or cultural
perspectives; utilizes differences to drive innovation, engagement and enhance
business results; and ensures employees are given the opportunity to contribute
to their full potential.
Generating Talent and Organizational
Capability
• Organizational Capability - Evaluates and adapts the structure
of team assignments and work processes to best fit the needs and/or support
the goals of an organizational unit.
• Talent Management - Provides
guidance and feedback to help individuals develop and strengthen skills
and abilities needed to accomplish work objectives.
Learning and Applying
Professional Expertise
• Applied Learning - Seeks and makes the most
of learning opportunities to improve performance of self and/or others.
•
Business Acumen - Understands and utilizes business information to manage
everyday operations and generate innovative solutions to approach team,
business, and administrative challenges.
• Technical Acumen - Understands
and utilizes professional skills and knowledge in a specific functional area
to conduct and manage everyday business operations and generate innovative
solutions to approach function-specific work challenges
o Guest Services -
Knowledge of procedures for wake-up services, safe deposit boxes, room
and property amenities, property-specific programs (e.g., kids programs), guest
rewards programs, and local attractions.
o Problem Resolution- Ability
to record, track and resolve guest problems via property software (i.e.
Guestware, FOSSE, etc.) handle emergencies, and effectively deal with customer
issues and complaints.
• Basic Competencies - Fundamental competencies
required for accomplishing basic work activities.
• Basic Computer Skills
- Uses basic computer hardware and software (e.g., personal computers, word
processing software, Internet browsers, etc.).
• Mathematical Reasoning -
Demonstrates ability to add, subtract, multiply, or divide quickly, correctly,
and in a way that allows one to solve work-related issues.
• Oral
Comprehension - Demonstrates ability to listen to and understand information
and ideas presented through spoken words and sentences.
• Reading
Comprehension - Demonstrates understanding of written sentences and paragraphs
in work-related documents.
• Writing - Communicates effectively in writing
as appropriate for the needs of the audience.

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.