Guest Experience Manager Job at Marriott Bonvoy (Langkawi)

Job Description

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

Job Responsibility

Serves as the property Manager on Duty and oversees all property operations
Represents property management in resolving any guest related situation
Manages the flow of questions and directs guests within the lobby
Serves as Guest Relations Manager and handles the tracking of service issues
Utilizes interpersonal and communication skills to lead, influence, and encourage others
Supervises and manages employees
Manages all day-to-day operations
Develops specific goals and plans to prioritize, organize, and accomplish your work
Handles complaints, settling disputes, and resolving grievances and conflicts
Ensures that regular on-going communication is happening with employees to create awareness of business objectives
Provides services that are above and beyond for customer satisfaction and retention
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
Responds to and handles guest problems and complaints
Empowers employees to provide excellent customer service
Observes service behaviors of employees and provides feedback to individuals
Implements the customer recognition/service program
Ensures property policies are administered fairly and consistently
Manages payroll administration
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
Provides guidance and direction to subordinates
Participates in employee progressive discipline procedures
Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results
Supervises on-going training initiatives and conducts training when appropriate
Participates in the employee performance appraisal process, providing feedback as needed
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Maintains high visibility in public areas during peak times
Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
Performs Front Desk duties in high demand times

Requirements

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

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