At Your Service Manager at TOWNEPLACE SUITES BY MARRIOTT SAN DIEGO AIRPORT LIBERTY STATION

Bangkok, , Thailand -

Full Time

Start Date

Immediate

Expiry Date

17 Sep, 26

Salary

0.0

Posted On

19 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Services Management, Conflict Resolution, Staff Supervision, Financial Management, Customer Relationship Management, Problem Solving, Interpersonal Communication, Project Management, Recruitment, Employee Coaching, Operational Planning, Technical Acumen

Industry

Hospitality

Description

JOB SUMMARY Responsible for the successful functioning of the department. Major responsibility of the department is to receive all in-house and outside telephone calls and process requests professionally and correctly. This includes taking room service orders, receiving and processing all requests for additional items, directions, correcting any issues and, if necessary, forwarding calls on to appropriate areas. The Manager needs to ensure the agents’ information is thorough and up-to-date. Accountable for tracking all guest requests and issues to use as process improvement tool. Strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department. CANDIDATE PROFILE Education and Experience • High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area. OR • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. CORE WORK ACTIVITIES Maintaining Guest Services and Front Desk Goals • Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis. • Develops specific goals and plans to prioritize, organize, and accomplish your work. • Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others. Managing Projects and Policies • Implements the customer recognition/service program, communicating and ensuring the process. • Tracks all guest issues from various sources and report results. • Ensures guest requests/issues are logged. • Oversees the financial aspects of the department including purchasing and payment of invoices. 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. • Identifies trends in guest issues for resolution. • Schedules and supervise staff to ensure prompt, friendly, and attentive service. • Supervises AYS agents and runners to ensure prompt and complete resolution of guest calls and requests. • Coordinates the process of receiving and resolving guest issues and requests. Supporting Management of Guest Service Team • 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. • Manages all day-to-day operations. • Understands employee positions well enough to perform duties in employees' absence. Supporting Human Resource Activities • Assists in the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. • Assists in recruitment, hiring, training, and orientation of department personnel. Additional Responsibilities • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. • Analyzes information and evaluates 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. • Ensures that all department equipment is in proper working condition and that department areas and storerooms are clean. • Performs departmental administrative duties. • Addresses complaints and serves as Manager on Duty as needed. • Attends meetings (e.g., front office supervisor meetings, operations meetings, forecast meetings, monthly department meetings, sales strategy, pre-con meetings). MANAGEMENT COMPETENCIES Leadership • Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. • Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.. • Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions. • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. Managing Execution • Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members. • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required. • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed. Building Relationships • Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. • Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards. • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. Generating Talent and Organizational Capability • Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit. • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives. Learning and Applying Professional Expertise • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others. • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges. • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges o Guest Services - Knowledge of procedures for wake-up services, safe deposit boxes, room and property amenities, property-specific programs (e.g., kids programs), guest rewards programs, and local attractions. o Problem Resolution- Ability to record, track and resolve guest problems via property software (i.e. Guestware, FOSSE, etc.) handle emergencies, and effectively deal with customer issues and complaints. • Basic Competencies - Fundamental competencies required for accomplishing basic work activities. • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.). • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues. • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences. • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents. • Writing - Communicates effectively in writing as appropriate for the needs of the audience. At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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Responsibilities

Responsible for the successful functioning of the 'At Your Service' department, ensuring professional handling of all guest requests and telephone calls. The manager oversees staff, tracks guest issues for process improvement, and maximizes the department's financial performance.