Assistant Guest Experience Manager Job at Marriott Bonvoy (Penang)

Job Description

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.

Job Responsibility

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
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
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
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
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
Supports manager in identifying development opportunities for associates
Provides guidance and direction to subordinates
Assists as needed in the interviewing and hiring of employee team members with the appropriate skills
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

Requirements

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

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Assistant Guest Experience Manager

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