Guest Relations Manager at SINGAPORE MARRIOTT TANG PLAZA HOTEL

, Tabuk, Saudi Arabia -

Full Time

Start Date

Immediate

Expiry Date

04 Jul, 26

Salary

0.0

Posted On

05 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest relations, Customer service, Database management, Team leadership, Staff training, Conflict resolution, Communication, Problem solving, Coaching, Mentoring, Hospitality management, Data analysis, VIP services, Employee development, Reporting

Industry

Hospitality

Description

JOB SUMMARY Responsible for ensuring reliable recognition of all repeat guests. Informs all departments of the guests' arrivals, special needs, requests and personal preferences. Contributes to guest satisfaction and profitability by leading employees in the guest recognition process. CANDIDATE PROFILE Education and Experience • High school diploma or GED; 1 year 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; 2 years experience in the guest services, front desk, or related professional area. CORE WORK ACTIVITIES Maintaining Guest Recognition Goals • Create the standard Guest Recognition Daily Report. • Researches database for next day arrivals and checks preferences, incidents, comments and stays for each repeat guest. • Continually maintains guest files and adds preference, GIA, comment cards, and special needs information appropriately in the system(s). • Deletes stay-specific and unusable data. • Checks guest preference collection daily and communicate to other departments. • Assists in preparation of welcome notes / amenities for all VIP and Repeat guests. • Assists in the coordination of compliance with guests’ needs, requests, and personal preferences. • Ensures proper recognition, coordination and delivery for all repeat guests preferences. . • Uses discretion when inputting guest incidents, comments, etc. with no negative comments. • Energizes the guest recognition process through daily contact with other departments. • Assists in the implementation of guest recognition awareness programs and training to various departments. 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. • Responds to and handles guest problems and complaints to the guest’s satisfaction. • Sets a positive example for guest relations. • Empowers employees to provide excellent customer service. • Observes service behaviors of employees and provides feedback to individuals. • Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction. • Ensures employees understand customer service expectations and parameters. • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Conducting Human Resource Activities • Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. • Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns. • Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources. • Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. • Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job. • Participates in employee progressive discipline procedures. • Trains new employees on Guest Recognition Programs. Additional Responsibilities • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, 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. 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. At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate. Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests. Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with. In joining The Ritz-Carlton, 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.

Responsibilities

The Guest Relations Manager is responsible for ensuring reliable recognition of repeat guests and coordinating their specific needs across all departments. They lead the guest recognition process, provide exceptional customer service, and coach staff to maintain high service standards.