Guest Services Manager Job at Marriott Bonvoy (New York)

Job Description

The Guest Services Manager will be responsible for the management of all Front Desk functions and team members, while additionally leading guest experience initiatives and overseeing elevated service delivery during high-impact operational periods. This role directs, implements, and maintains a service and management philosophy that serves as a guide to respective team members.

Job Responsibility

Encourage and build mutual trust, respect, and cooperation among team members
Develop specific goals and plans to prioritize, organize, and accomplish work
Handle complaints, settle disputes, and resolve grievances and conflicts
Participate in department meetings and continually communicate a clear and consistent message regarding Front Office and Guest Services goals to produce desired results
Observe staffing levels to ensure that guest service, operational needs, and financial objectives are met
Support and train team members on adherence to all credit policies and procedures to reduce bad debts and rebates
Promote same day selling procedures to maximize room revenue and occupancy
Understand the impact of Front Office operations and guest experience initiatives on the overall hotel success
Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
Encourage team members to provide excellent customer service within guidelines
Interact with guests to obtain feedback on product quality and service levels
Identify the developmental needs of team members and coach, mentor, or otherwise help others improve their knowledge or skills
Utilize interpersonal and communication skills to lead, influence, and encourage others
Advocate sound financial and business decision making
Demonstrate honesty and integrity, leading by example
Establish and maintain open, collaborative relationships with team members
Ensure recognition of team members is taking place across areas of responsibility
Lead guest service initiatives to enhance the overall guest experience, service delivery, and guest satisfaction
Serve as the primary point of escalation for complex guest concerns, service recovery situations, and operational challenges requiring immediate resolution
Partner with Housekeeping, Engineering, Security, and other hotel departments to proactively resolve guest-impacting operational issues
Maintain strong visibility in guest-facing areas during high-volume periods to ensure service standards and guest engagement are upheld
Support VIP arrivals, special accommodations, group movements, and other high-touch guest service operations
Lead guest recovery efforts and make service-related decisions to protect guest satisfaction and brand loyalty
Monitor guest feedback trends and identify opportunities for service improvement and operational enhancements
Assist in maintaining brand service standards, guest experience expectations, and operational consistency across shifts

Requirements

Management of all Front Desk functions and team members
Leading guest experience initiatives
Overseeing elevated service delivery during high-impact operational periods
Directing, implementing, and maintaining a service and management philosophy
Encouraging and building mutual trust, respect, and cooperation among team members
Developing specific goals and plans to prioritize, organize, and accomplish work
Handling complaints, settling disputes, and resolving grievances and conflicts
Participating in department meetings and communicating goals
Observing staffing levels to ensure guest service, operational, and financial objectives are met
Supporting team members on adherence to credit policies
Promoting same day selling procedures to maximize room revenue and occupancy
Understanding the impact of Front Office operations on hotel success
Improving service by understanding guest needs and providing guidance
Encouraging excellent customer service
Interacting with guests to obtain feedback
Identifying developmental needs of team members and coaching
Utilizing interpersonal and communication skills to lead
Advocating sound financial and business decision making
Demonstrating honesty and integrity
Establishing open relationships with team members
Ensuring recognition of team members
Leading guest service initiatives
Serving as primary point of escalation for complex guest concerns
Partnering with other hotel departments to resolve issues
Maintaining visibility in guest-facing areas during high-volume periods
Supporting VIP arrivals, special accommodations, group movements
Leading guest recovery efforts
Monitoring guest feedback trends
Assisting in maintaining brand service standards

What we offer

Hotel Discounts
Weekly Pay
Paid Time Off
Retirement Options
Referral bonuses
Career advancement & upward mobility
Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members

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