Bonus Eligible, Flexible Work arrangements, Pension and Benefit Eligible. Rooms & Guest Services Operations Full Time Located Remotely?

Management Bonus Eligible

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. High school diploma or GED; 2 years experience in the guest services, front desk, or related skilled area. ~2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Leading Guest Services Teams

Serves as a role model to demonstrate appropriate behaviors. Supervises and manages employees. Manages all day-to-day operations.

Maintaining Guest

Services and Front Desk Goals 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. Ensures that regular on-going 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 day-to-day 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. 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.





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. 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 on-going training initiatives and conducts training when appropriate. Participates in the employee performance appraisal process, providing feedback as needed.

Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. 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.

At Marriott

International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. If you require an accommodation in relation to this job posting, our online application or an interview, please call (phone hidden) or email [email protected] note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process. #

📌 Guest Services Manager Overnight Relief (Vancouver)
🏢 Westin Hotels u0026 Resorts
📍 Vancouver