Guest Experience Manager
Marriott International Inc and Ritz Carlton Hotel Company L L C
Doha, QA
6d ago
source : HireeJobsGulf

Job Number 22091458 Job Category Rooms Guest Services Operations Location W Doha West Bay Zone 61 Doha Qatar Qatar VIEW ON MAP Brand W Hotels Schedule FullTime Relocation N Position Type Management Located Remotely N Boldly coloring outside the lines of luxury W turns the traditional notion of the extravagant hotel on its head Our irreverent attitude and taste for excess redefine revelry for the modern jet set Our guests have a lust for a life less ordinary that drives them to demand more experience it all and hit repeat We share our guests passions providing insider access to what s new and what s next Moderation is not in our vocabulary and we know that lust for life demands more not less W guests soak it in and live each day with a mantra Detox Retox Repeat If you re ready to create the energetic W scene that is magnetic to everyday disruptors around the world then we invite you to explore a career with W Hotels JOB SUMMARY 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 CANDIDATE PROFILE Education and Experience High school diploma or GED 2 years experience in the guest services front desk or related professional area OR 2year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major no work experience required CORE WORK ACTIVITIES Leading Guest Services Teams Utilizes interpersonal and communication skills to lead influence and encourage others advocates sound financial business decision making demonstrates honesty integrity leads by example Encourages and builds mutual trust respect and cooperation among team members Serves as a role model to demonstrate appropriate behaviors Supervises and manages employees Manages all daytoday operations Understands employee positions well enough to perform duties in employees absence Celebrates successes and publicly recognizes the contributions of team members Establishes and maintains open collaborative relationships with employees and ensures employees do the same within the team Maintaining Guest Services and Front Desk Goals Develops specific goals and plans to prioritize organize and accomplish your work Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property Intervenes in any guest employee situation as needed to insure the integrity of the property is maintained guest satisfaction is achieved and employee well being is preserved Ensures that regular ongoing communication is happening with employees to create awareness of business objectives and communicate expectations recognizes performance and produces desired results Comprehends budgets operating statements and payroll progress reports as needed to assist in the financial management areas of department Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention Improves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed Manages daytoday operations ensuring the quality standards and meeting the expectations of the customers on a daily basis Serves as a leader in displaying outstanding hospitality skills Sets a positive example for guest relations 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 Strives to improve service performance Provides immediate assistance to guests as requested Ensures employees understand customer service expectations and parameters Participates in the development and implementation of corrective action plans to improve guest satisfaction Implementing Projects and Policies Implements the customer recognition service program communicating and ensuring the process Ensures property policies are administered fairly and consistently disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures SOPs and LSOPS and support the Peer Review Process Manages payroll administration Conducting Human Resource Activities 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 including setting performance standards and monitoring performance Participates in employee progressive discipline procedures Uses all available on the job training tools for employees Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns Supervises ongoing training initiatives and conducts training when appropriate Participates in the employee performance appraisal process providing feedback as needed Additional Responsibilities Provides information to supervisors coworkers and subordinates by telephone in written form email or in person Analyzes information and evaluating results to choose the best solution and solve problems Informs and or updates the executives the peers and the subordinates on relevant information in a timely manner 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 Marriott International is an equal opportunity employer We believe in hiring a diverse workforce and sustaining an inclusive peoplefirst culture We are committed to nondiscrimination on any protected basis such as disability and veteran status or any other basis covered under applicable law

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