Guest Services Manager

2 weeks ago


La Jolla, California, United States Marriott La Jolla Full time

About Us:
Experience the modern elegance at the San Diego Marriott La Jolla, where we provide a stylish atmosphere close to stunning attractions. Our hotel is conveniently located near various destinations, ensuring easy access for our guests. We prioritize our associates' well-being by offering complimentary meals and engaging monthly events. Additionally, we provide free parking and discounts across all Marriott/Starwood brands globally. Our commitment to community service is reflected in our regular volunteer initiatives.

Overview:
In this role, you will assist the Front Office Manager in overseeing the Front Office operations, ensuring exceptional customer satisfaction and adherence to corporate policies while achieving financial objectives. You will be responsible for creating a welcoming environment for guests during their arrival, departure, and throughout their stay.

Key Responsibilities:

  • Effectively communicate with staff, providing clear instructions and guidance. Monitor performance and encourage continuous improvement.
  • Welcome guests with a warm and genuine greeting, responding to their requests with clarity and providing accurate information about hotel services and local attractions.
  • Manage the registration process efficiently, ensuring accurate input of guest information and room assignments. Promote hotel marketing initiatives and provide necessary materials to guests upon check-in.
  • Handle financial transactions, including credit card authorizations and cash management, while maintaining an accurate record of all payments.
  • Answer phone calls promptly, ensuring messages are accurately recorded and communicated to guests.
  • Maintain composure during busy periods and emergencies, serving as a role model for staff. Address guest concerns with thorough research and effective solutions.
  • Adhere to attendance policies and be available for regular shifts.
  • Perform additional duties as assigned.

Qualifications:

  • High school diploma required; college degree preferred.
  • Minimum one year of experience in customer service within the hospitality sector.
  • Strong interpersonal skills to effectively engage with diverse customers and resolve conflicts with patience and diplomacy.
  • Proficient in basic math and capable of performing calculations accurately.
  • Ability to navigate and input data into a moderately complex computer system.
  • Physical capability to stand and walk for extended periods, with the ability to recognize emergency situations.
  • Excellent verbal and written communication skills, with the ability to prepare detailed reports.
  • Proven ability to establish and maintain positive working relationships with colleagues and guests.

Benefits:
We offer a comprehensive benefits package designed to support your physical, mental, and financial well-being. Our health programs include competitive medical, dental, and vision insurance options. Enjoy time off with our vacation, sick leave, and holiday policies. Additional benefits include life insurance, disability plans, and a 401(k) savings plan with matching contributions. We also provide access to pet insurance and various discounts.

Our commitment to diversity and inclusion ensures that all qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.



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