Guest Services Manager, Marriott Bonvoy

Marriott Bonvoy

Location:
China, Shanghai

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As a Guest Services Manager at Aloft Shanghai Hongqiao, you will be responsible for overseeing front office operations and delivering exceptional guest experiences. You will handle check-ins and check-outs, process payments, supervise and train team members, maintain positive guest relations, and ensure compliance with Marriott standards. The ideal candidate is a confident, self-motivated individual with strong communication and leadership skills, a passion for hospitality, and the desire to make meaningful connections with others.

Job Responsibility:

Assist management in training, evaluating, counseling, motivating, and coaching employees
serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process
develop and maintain positive working relationships
support team to reach common goals
listen and respond appropriately to employee concerns
report accidents, injuries, and unsafe work conditions to manager
complete safety training and certifications
ensure adherence to quality standards
welcome and acknowledge guests
anticipate and address guests’ service needs
assist individuals with disabilities
thank guests with genuine appreciation.

Requirements:

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key
set up accurate accounts for each guest according to their requirements
enter Marriott Rewards information
ensure rates match market codes, document exceptions
secure payment prior to issuing room key, verify/adjust billing
compile and review daily reports/logs/contingency lists
complete cashier and closing reports
supply guests with directions and property information
accommodate guest requests, contacting appropriate staff if necessary
follow up to ensure requests have been met
process all payment types, vouchers, paid-outs, and charges
balance and drop receipts
count and secure bank at beginning and end of shift
perform supervisory duties such as training, evaluating, counseling, motivating, and coaching employees
develop/maintain positive working relationships
follow company policies and procedures
ensure personal appearance is clean and professional
protect company assets
speak using clear and professional language
enter and locate information using computers/POS systems
stand, sit, or walk for an extended period
move and handle objects weighing less than or equal to 10 pounds
at least 1 year of related work experience
at least 1 year of supervisory experience
high school diploma or G.E.D. equivalent.

Nice to have:

None

What we offer:

Equal opportunity employer
support for individuals with disabilities
non-discrimination on any protected basis
global team access
fostering diversity and inclusion
personal and professional development.

Additional Information:

Job Posted:
September 10, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Guest Services Manager