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Guest Relations Manager
2 months ago
Job Overview
As a Guest Relations Manager at Marriott Hotels, you will be responsible for leading a team of Guest Services professionals to deliver exceptional customer experiences. Your expertise in hotel operations and knowledge of the surrounding area will enable you to exceed guest expectations and fuel their curiosity.
Key Responsibilities
- Supervise the Guest Services team and support them with general operational tasks
- Be an expert on the hotel and the surrounding area, providing guests with insider knowledge and recommendations
- Supervise staffing levels to ensure that guest service, operational needs, and financial objectives are met
- Assign rooms according to guest requests and preferences whenever possible
- Handle general hotel enquiries, engage with guests, and inspire them through each guest experience
- Handle complaints, settle disputes, and resolve grievances and conflicts by negotiating with relevant parties
- Assist with verifying and adjusting billing for guests, following up with guest questions and requests
- Build and strengthen relationships with existing and new customers, anticipating their needs and enabling future bookings
- Oversee service standards, identify areas for improvement, and implement initiatives to drive excellence
- Understand the impact of the department's operations on the overall property financial goals and objectives, managing to achieve or exceed goals
- Empower and support your team as a dynamic and thoughtful leader
About You
- Experience with OPERA property management system or similar
- Relevant experience in a supervisory or managerial role
- Working rights in Australia
- Enthusiasm to escalate your career
- Self-motivation, drive, and energy in a fast-paced environment
- Smart solutions and a can-do attitude
Our Benefits
- Exclusive staff discounts on food and beverage and hotel rooms
- Flexible working hours and locations, time off to pursue your passion, and paid leave during your birthday month
- Internationally recognized training programs, unlimited strategic development, and exciting career opportunities
- Genuine care for associates' physical, emotional, and financial wellbeing
- Opportunity to receive Employee Referral Incentives and get paid for working with your friend
- Work for the Largest Hotel Network in the World, valuing equality, diversity, and inclusiveness
