Guest Relations & Manager on Duty

• 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 or property 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
• Maintains a strong working relationship with all departments to support property operations and goals
• Communicates any variations to the established norms to the appropriate department in a timely manner
• Sends copy of MOD report to all departments on a daily basis
• Strives to improve service performance
• Ensures compliance with all policies, standards and procedures
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
• Understands and complies with loss prevention policies and procedures
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement
• Intervenes in any guest/associate situation as needed
• Empowers associates to provide excellent customer service
• Provides immediate assistance to guests as requested
• Serves as a leader in displaying outstanding hospitality skills
• Sets a positive example for guest relations
• Responds to and handles guest problems and complaints
• Ensures associates understand customer service expectations and parameters
• Interacts with customers on a regular basis throughout the property to obtain feedback
• Participates in the development and implementation of corrective action plans to improve guest satisfaction
• Records guest issues in the guest response tracking system
• Participates as needed in the investigation of associate and guest accidents
• Observes service behaviors of associates and providing feedback to individuals
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance
• Celebrates successes and publicly recognizes the contributions of team members
• Ensures associates are cross-trained to support successfully daily operations
• Ensures property policies are administered fairly and consistently
• Understands and implements all emergency plans

• High school diploma or GED
• 4 years experience in the guest services, front desk, housekeeping, or related professional area
• OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
• 2 years experience in the guest services, front desk, housekeeping, or related professional area
• A good command of French and English is essential
• Applicants must be legally authorized to work in Luxembourg at the time of application

Luxembourgish and/or German would be considered an asset

• Explore Rates: Discover the world with your loved ones through special discounted rates at Marriott hotels worldwide
• Lunch support on working days
• Development Opportunities: committed to your growth through professional development, training and international career opportunities
• Diverse and Inclusive Culture: team that values diversity, inclusion and collaboration in an international environment
• TakeCare Program: supports well-being, community and personal growth