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Marriott Bonvoy Logo Marriott Bonvoy · Hospitality and Tourism

Customer Service Manager

China, Changsha Employment contract · Job Posted November 27, 2025
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Job Description

Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

Job Responsibility

  • Leading and assisting with the successful completion of daily shift requirements
  • Supporting management of Front Desk team including Bell/Door Staff, Switchboard and Guest Services/Front Desk
  • Supporting progress toward guest services and front desk goals
  • Ensuring exceptional customer service
  • Supporting implementation of customer recognition/service programs
  • Supporting handling of human resource activities
  • Performing all duties at the Front Desk as necessary

Requirements

  • 2 years 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
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others
  • Understands employee positions well enough to perform duties in employees' absence
  • Supports daily Front Desk shift operations
  • Handles complaints, settling disputes, and resolving grievances and conflicts
  • Observes staffing levels to ensure that guest service, operational needs and financial objectives are met
  • Supports training of staff on adherence to all credit policies and procedures
  • Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations
  • Complies with loss prevention policies and procedures
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