Guest Relations Manager📣 Job Ad

About the Guest Relations Manager Role

Marriott Hotels & Resorts is seeking a Guest Relations Manager to join their team in Riyadh. This full-time position involves supporting property operations by ensuring the highest levels of hospitality and service are delivered to guests. The role focuses on managing guest interactions, directing guests within the lobby, and contributing to the tracking and resolution of service issues.

Key Responsibilities

The Guest Relations Manager will oversee day-to-day operations to maintain quality standards and meet customer expectations. This includes developing plans to prioritize and organize work, handling guest complaints, resolving disputes, and negotiating with others. The role also involves supporting energy conservation efforts through property tours and ensuring compliance with all policies, standards, and procedures. Understanding and implementing emergency plans, including accident, theft, and fire procedures, is also a key responsibility, alongside adhering to loss prevention policies.

Guest Service Excellence

A primary focus of this role is ensuring and providing exceptional customer service that goes above and beyond for guest satisfaction and retention. This involves improving service by communicating guest needs, providing guidance, feedback, and coaching to individuals. The manager will intervene in guest or employee situations to maintain property integrity, achieve guest satisfaction, and preserve employee well-being. Serving as a leader in displaying outstanding hospitality skills, setting a positive example for guest relations, and empowering employees to provide excellent customer service are core functions. This includes observing employee service behaviors, providing feedback, maintaining high visibility in public areas during peak times, and providing immediate assistance to guests as requested. Regular interaction with customers to gather feedback on product quality, service levels, and overall satisfaction is expected, along with recording guest issues and reviewing guest satisfaction results with employees.

Leadership and Team Management

The Guest Relations Manager will utilize interpersonal and communication skills to lead, influence, and encourage others, advocating for sound financial and business decisions, and demonstrating honesty and integrity. Building mutual trust, respect, and cooperation among team members is essential. The role involves supervising and managing employees, understanding their positions well enough to perform duties in their absence. Identifying developmental needs of others, coaching, mentoring, and helping them improve their knowledge or skills are also key aspects. Providing guidance and direction to subordinates, including setting performance standards and monitoring performance, is required. Assistance with interviewing and hiring team members with appropriate skills may also be part of the responsibilities.

Qualifications and Experience

Candidates should possess a high school diploma or GED along with at least 1 year of experience in guest services, front desk, or a related professional area. Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is acceptable with no prior work experience required.

Additional Responsibilities and Work Environment

Additional duties include providing information to supervisors, co-workers, and subordinates via various communication channels, analyzing information to solve problems, and updating executives, peers, and subordinates on relevant information. Maintaining strong working relationships with all departments to support property operations and expedite problem resolution is crucial. Communicating variations to established norms to the appropriate department in a timely manner and participating in the investigation of employee and guest accidents are also expected. The role may require performing Front Desk duties during high-demand periods. This is a full-time position located in Riyadh.