Director of Guest Services

2 weeks ago

Washington, United States Marriott International Inc Full time
Job Summary

Serves as the property Manager on Duty, overseeing all property operations to ensure exceptional hospitality and service. Represents property management in resolving guest or property-related situations, managing the flow of questions, and directing guests within the lobby.

Candidate Profile

Education and Experience:

  • High school diploma or GED; 2 years of experience in guest services, front desk, or a related field.
  • OR
  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; no work experience required.
Core Work Activities

Leading Guest Services Teams

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Serves as a role model to demonstrate appropriate behaviors.
  • Supervises and manages employees, including Concierge and/or Bell Staff when applicable.

Maintaining Guest Services and Front Desk Goals

  • Manages day-to-day operations, ensuring quality, standards, and meeting customer expectations.
  • Develops specific goals and plans to prioritize, organize, and accomplish work.
  • Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
  • Observes service behaviors of employees and ensures uniformed employees are properly attired and groomed.

Managing Projects and Policies

  • Implements the customer recognition/service program, communicating and ensuring the process.
  • Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
  • Sends a copy of the MOD report to all departments daily.
  • Ensures compliance with all policies, standards, and procedures.

Ensuring Exceptional Customer Service

  • Provides services that exceed customer satisfaction and retention.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.

Managing and Conducting Human Resource Activities

  • Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Reviews staffing levels to ensure guest service, operational needs, and financial objectives are met.
About the Team

At Marriott International Inc., we believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

We are a global brand leader in luxury hospitality, and our culture drives success. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo, and Service Values.

We offer a competitive salary range of $77,000 to $97,000 annually, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off, life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account, flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans.

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