Head of Guest Services

JOB SUMMARY

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 or property 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.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front
desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant
Management, Hospitality, Business Administration, or 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 building mutual trust, respect, and cooperation among team
members.

• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and managing employees. Managing all day-to-day operations.

Understanding employee positions well enough to perform duties in employees'
absence.

• Supervises Concierge and/or Bell Staff, when applicable.

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the
expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your
work.

• Handles complaints, settling disputes, and resolving grievances and conflicts,
or otherwise negotiating with others.

• Observes service behaviors of employees and ensures that all uniformed
employees are properly attired and groomed, each wearing a nametag.

• Assists with energy conservation efforts by monitoring compliance during
property tours.

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 copy of MOD report to all departments on a daily basis.
• Ensures compliance with all policies, standards and procedures.
• Understands and can implement all emergency plans including accident, death,

elevator, thefts, vicious crimes, bombs, fire, etc.

• Understands and complies with loss prevention policies and procedures.

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.

• Intervenes in any guest/employee situation as needed to insure the integrity
of the property is maintained, guest satisfaction is achieved, and employee well
being is preserved.

• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested.
• Interacts with customers on a regular basis throughout the property to obtain

feedback on quality of product, service levels and overall satisfaction.

• Records guest issues in the guest response tracking system.
• Reviews comment cards and guest satisfaction results with employees.
• Emphasizes guest satisfaction during all departmental meetings and focuses on

continuous improvement.

Managing and Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or
otherwise helping others to improve their knowledge or skills.

• Providing guidance and direction to subordinates, including setting
performance standards and monitoring performance.

• Reviews staffing levels to ensure that guest service, operational needs and
financial objectives are met.

• Assists as needed in the interviewing and hiring of employee team members with
the appropriate skills.

Additional Responsibilities

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

• Analyzes information and evaluating results to choose the best solution and
solve problems.

• Informs and/or updating the executives, the peers and the subordinates on
relevant information in a timely manner.

• Communicates any variations to the established norms to the appropriate
department in a timely manner.

• 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.

• Participates as needed in the investigation of employee and guest accidents.
• Performs Front Desk duties in high demand times.

At Marriott International, we are dedicated to being an equal opportunity
employer, welcoming all and providing access to opportunity. We actively foster
an environment where the unique backgrounds of our associates are valued and
celebrated. Our greatest strength lies in the rich blend of culture, talent, and
experiences of our associates. We are committed to non-discrimination on any
protected basis, including disability, veteran status, or other basis protected
by applicable law. Marriott International considers for employment qualified
applicants with criminal histories consistent with applicable federal, state and
local law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every
opportunity while keeping the comfort of the oh-so-familiar all around the
globe. As a host with Marriott Hotels, you will help keep the promise of
“Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt,
forward-thinking service that upholds and builds upon this living legacy. With
the name that’s synonymous with hospitality the world over, we are proud to
welcome you to explore a career with Marriott Hotels. In joining Marriott
Hotels, you join a portfolio of brands with Marriott International. Be where you
can do your best work, begin your purpose, belong to an amazing global team, and
become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of
more than 100 beautiful properties in gateway cities and distinctive resort
locations around the world. JW believes our associates come first. Because if
you’re happy, our guests will be happy. JW Marriott associates are confident,
innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake
and company founder, J.Willard Marriott. Our hotels offer a work experience
unlike any other, where you’ll be part of a community and enjoy true camaraderie
with a diverse group of co-workers. JW creates opportunities for training,
development, recognition and most importantly, a place where you can pursue your
passions in a luxury environment with a focus on holistic well-being. Treating
guests exceptionally starts with the way we take care of our associates. That’s
The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with
Marriott International. Be where you can do your best work, begin your
purpose, belong to an amazing global team, and become the best version of you.