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Guest Services Operations Leader

2 months ago

Waco, Texas, United States Marriott International Inc Full time
Job Overview

As a vital member of our team, the Guest Services Operations Leader will oversee the daily functions of the Front Office department. This role is essential in ensuring that our guests receive an exceptional experience from the moment they arrive until their departure.

Key Responsibilities
The Guest Services Operations Leader will be responsible for managing the Front Desk team, which includes a Front Desk Supervisor and Night Audit staff. Key duties include:
  • Implementing and monitoring systems to uphold our brand's service standards.
  • Overseeing Pre-Arrival Planning and Guest problem resolution.
  • Ensuring high levels of Guest Satisfaction (GSS) and managing online review responses.
  • Championing loyalty program enrollment and enhancing the arrival and departure experience.
  • Conducting Quality Assurance (QA) assessments and utilizing GXP/Empower systems.
  • Managing hiring, training, and scheduling of Front Desk personnel.
  • Tracking department payroll and labor costs effectively.
  • Overseeing inventory and ordering for assigned accounts.
  • Fostering a positive culture aligned with our brand's service ethos.

Performance Expectations
The Guest Services Operations Leader will ensure that Front Office operations not only meet but exceed brand standards. This includes:
  • Addressing customer needs promptly and effectively.
  • Enhancing employee satisfaction and engagement.
  • Driving revenue growth and maximizing financial performance within the rooms division.
  • Building and maintaining positive relationships with hotel ownership.

Compensation and Benefits
This position is eligible for bonuses and participates in the Leadership Incentive Plan. A comprehensive benefits package is offered, including medical, vision, dental, a 401k program with employer matching, and employee discounts.

This company is an equal opportunity employer.