Guest Services Operations Leader

2 weeks ago

Portland, Oregon, United States Marriott International Inc Full time

Job Overview

POSITION SUMMARY

Accountable for overseeing all front office operations and personnel. Key responsibilities encompass Bell Staff, Switchboard Management, Guest Services/Front Desk, and Retail/Gift Shop, as applicable.

As a department leader, guides and collaborates with managers and team members to effectively implement all front office functions, including guest check-in and check-out processes.

Aims to consistently enhance guest and employee satisfaction while optimizing the financial performance of the department.

CANDIDATE PROFILE

Education and Experience

  • High school diploma or GED; 4 years of experience in guest services, front desk, or a related professional field.
OR

  • 2-year degree from an accredited institution in Hotel and Restaurant Management, Hospitality, Business Administration, or a related discipline; 2 years of experience in guest services, front desk, or a related professional field.

CORE WORK ACTIVITIES

Leading Guest Services Team

  • Employs interpersonal and communication skills to lead, influence, and motivate others; promotes sound financial/business decision-making; exemplifies honesty/integrity; leads by example.
  • Fosters and builds mutual trust, respect, and cooperation among team members.
  • Acts as a role model to demonstrate appropriate behaviors.
  • Supervises and manages staff. Oversees all daily operations. Understands employee roles well enough to perform duties in their absence.
  • Establishes and maintains open, collaborative relationships with team members and ensures they do the same.
  • Ensures employee recognition occurs across areas of responsibility.
  • Communicates performance expectations in alignment with job descriptions for each role and monitors progress.
  • Celebrates achievements and publicly acknowledges the contributions of team members.

Maintaining Guest Services and Front Desk Objectives

  • Achieves and surpasses goals including performance metrics, budget targets, team objectives, etc.
  • Manages daily operations, ensuring quality standards and meeting customer expectations consistently.
  • Develops specific objectives and plans to prioritize, organize, and accomplish work tasks.
  • Keeps Front Office team focused on critical operational components to drive guest satisfaction and desired financial outcomes.
  • Conducts departmental meetings and consistently communicates a clear and cohesive message regarding Front Office objectives to achieve desired results.
  • Reviews staffing levels to ensure that guest service, operational needs, and financial goals are met.
  • Understands the impact of Front Office operations on the Rooms division and overall property financial objectives.
  • Manages controllable expenses within the department to meet or exceed budgeted goals.

Managing Projects and Policies

  • Ensures adherence to all Front Office policies, standards, and procedures.
  • Ensures property policies are applied fairly and consistently, with disciplinary procedures and documentation completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Ensuring Exceptional Customer Service

  • Delivers services that exceed expectations for customer satisfaction and retention.
  • Enhances service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching as necessary.
  • Supervises and manages staff. Oversees all daily operations. Understands employee roles well enough to perform duties in their absence.
  • Acts as the "Service Champion" for the Front Office and cultivates a positive atmosphere for guest relations.
  • Displays leadership in guest hospitality, exemplifies outstanding customer service, and fosters a positive atmosphere for guest relations.
  • Aims to enhance service performance.
  • Empowers team members to deliver exceptional customer service.
  • Ensures that all Front Office areas create an environment conducive to an outstanding guest experience.
  • Reviews feedback, guest satisfaction metrics, and other data to identify areas for improvement.
  • Addresses and resolves guest issues and complaints.
  • Observes service behaviors of staff and provides constructive feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities

  • Identifies the developmental needs of team members and provides coaching, mentoring, or other assistance to enhance their skills and knowledge.
  • Offers guidance and direction to subordinates, including setting performance standards and monitoring outcomes.
  • Establishes challenging, realistic, and attainable goals to guide operations and performance.
  • Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address concerns.
  • Ensures fair and equitable treatment of employees.
  • Manages employee progressive discipline procedures for Front Office Staff.
  • Administers the performance appraisal process for direct report managers.
  • Conducts interviews and hires managers and hourly team members with the appropriate skills in a timely manner to meet operational needs.

Additional Responsibilities

  • Provides information to supervisors, colleagues, and subordinates through various communication methods.
  • Analyzes information and evaluates results to select the best solutions and resolve issues.
  • Informs and/or updates executives, peers, and subordinates on relevant information promptly.
  • Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent recurrence.
The salary range for this position is $57,000 to $72,000 annually.

Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), 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.

Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

The compensation and benefits information is provided as of the date of this posting.

Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

Marriott International is an equal opportunity employer. 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.


About the Team

Residence Inn by Marriott supports guests during extended stays, enabling them to perform at their best.

Spacious suites with full kitchens provide the comforts of home, while associates deliver service with a personal touch to both business and leisure travelers.

Working at Residence Inn, you will cultivate relationships rooted in teamwork and experience the renowned Residence Inn service culture, which focuses on addressing the unique needs of long-stay guests.

In joining Residence Inn, you become part of a portfolio of brands within Marriott International.

Be where you can excel, begin your journey, belong to an exceptional global team, and become the best version of yourself.

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