Guest Relation Manager Job at Marriott Bonvoy (Sonoma)

Guest Relation Manager

Marriott Bonvoy

Location:
United States , Sonoma

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

72000.00 - 75000.00 USD / Year

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Job Description:

Oversees and manages the guest experience for arriving, departing and in-house guests and VIP’s as determined by the hotel by ensuring accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Manages and elevates the guest experience through activations and hotel presence within the Front Office and Club Lounge. Oversees and manages all aspects of the guest loyalty and VIP program to provide exceptional and personalized experiences for our most loyal guests. Promotes a safe environment and quality services to achieve maximum guest satisfaction and financial success.

Job Responsibility:

Oversees and manages the guest experience for arriving, departing and in-house guests and VIP’s
Orchestrates, details, welcomes, develops and coordinates the delivery of VIP amenities
Orchestrate the Front Office, Housekeeping, Concierge, and Restaurant outlets to provide a seamless experience for our guests throughout their stay
Work closely with the Executive Office to identify areas of improvement in the Guest Experience
Champions and improves ranking of our TripAdvisor program
Champions our growing Luxury Travel segment by developing relationships with guests & Travel Agencies
Helps mitigate late C/O, early C/I issue and ensure guest satisfaction even when pending
Fulfill the increasing demand for management presence on weekend to specifically cater to our premium guest
Execute last minute High-end Retail clientele, arrivals and departures that meet and exceed expectations
Champions the Guest Recovery program and helps develop solutions to reoccurring issues
Has presence in our Club Lounge level to assist in guest satisfaction
Owns and protects the Presidential and Vice-Presidential suites in order to curate and personalize each stay and evaluate all guests who occupy them
Own each Cobalt Member guest and be their personal concierge throughout their stay
Oversee all aspects of the guest loyalty program to include communicating prior to arrival, personalizing service before/during/after the stay, updating guest profile database, deciding and executing against all profile and special requests
Determine and order all supplies and maintain inventory control minimizing unnecessary expenses
Provide elevated customer service through pre-arrival engagement with guests of the loyalty programs as well as VIPs
Contact in-house VIPs and high value guests of the loyalty program to gain insight about their stay
Follow-up on any complaints or problems a guest may experience in a timely and professional fashion and determine response to ensure a quality guest experience
Serve as a historical docent of the Hotel to magnify the significance of the Hotel’s branding initiatives
Ensure proper communication to hotel on all hotel activities in a way that insures that guest needs are being met in a timely fashion
Skill and proficiency of all required computer systems (POS, PMS, MARSHA, EMPOWER, etc.)
Control cash and credit card transactions and maintain complete responsibility for personal bank as specified by hotel bank agreement policy
Provide assistance, training, and communication to other employees and departments to contribute to the best overall performance of the department and hotel
Ensure optimum guest satisfaction
Maintain a friendly, cheerful and courteous demeanor at all times
Provide a warm welcome to all arriving and in-house guests
demonstrate the spirit of hospitality during each guest interaction
Courteously answer all guest inquiries and follow through on all requests
Maintain excellent guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.

Requirements:

High School diploma or equivalent
Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work
Must have total understanding of all hotel front office procedures
Requires working knowledge of guest services and hotel services, policies or operations
Must have high school graduate level mathematical aptitude
know standard cash handling procedures and knowledge of computerized cash register systems
Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills
Must be fluent in oral and written English
Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations
Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks
Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.
Ability to read written forms of communication and monochrome computer screen
Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing
Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing
90% of shift is standing, Bending/kneeling - repeated bending and kneeling required
Mobility - must be able to reach all areas of hotel to assist clients
Carrying and lifting of bar equipment, files and office items up to 25 lbs.

What we offer:

Medical, Dental, and Vision Insurance
Eligible to participate in the Company’s 401(k) program with employer matching
Employee Assistance Program (EAP)
Great discounts on Hotels, Restaurants, and much more
Eligible to participate in the Employee Referral Bonus Program (up to $1,000 per referral)
Flexible Scheduling

Additional Information:

Job Posted:
March 22, 2026

Expiration:
May 05, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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