Guest Relations Manager - Ritz-Carlton Bal Harbour, Miami (19000PB7)
Company: Marriott International, Inc.
Location: Fort Lauderdale
Posted on: June 15, 2019
Heres To Your Journey with The Ritz-Carlton At more than 80
award-winning properties worldwide, The Ritz-Carlton Ladies and
Gentlemen create experiences so exceptional that long after a guest
stays with us, the experience stays with them. As the premier
worldwide provider of luxury experiences, we set the standard for
rare and special luxury service the world over. We invite you to
explore The Ritz-Carlton. The Ritz-Carlton Bal Harbour, Miami
located at 10295 Collins Avenue, Bal Harbour, FL 33154 is currently
hiring a Guest Relations Manager. Responsibilities include: JOB
SUMMARY Supports all property operations, ensuring that the highest
levels of hospitality and service are provided. Manages the flow of
questions and directs guests within the lobby. Supports the
tracking and resolution of service issues. CANDIDATE PROFILE
Education and Experience High school diploma or GED; 1 year
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 Managing Guest Services and Front Desk Operations
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. Understanding employee
positions well enough to perform duties in employees' absence.
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.
Supports handling complaints, settling disputes, and resolving
grievances and conflicts, or otherwise negotiating with others.
Assists with energy conservation efforts by monitoring compliance
during property tours. Supporting Projects and Policies Related to
Guest Experience and Safety Supports implementation of the customer
recognition/service program, communicating and ensuring the
process. Supports 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 and
Providing 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. Provides guidance and direction to
subordinates, including setting performance standards and
monitoring performance. 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. 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. Communicates any variations to
the established norms to the appropriate department in a timely
manner. Participates as needed in the investigation of employee and
guest accidents. Performs Front Desk duties in high demand times.
To apply now, go to:
Marriott International is consistently recognized as an employer of
choice globally by FORTUNE magazine, DiversityInc and Great Places
to Work Institute, among others. Visit www.marriott.com/careers to
learn more about our workplace culture and career opportunities.
Chat, engage and follow us on social media.
http://www.instagram.com/marriottcareers @lifeatmarriott on
Snapchat So, we ask, where will your journey take you? The
Ritz-Carlton is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture. The
Ritz-Carlton does not discriminate on the basis of disability,
veteran status or any other basis protected under federal, state or
Keywords: Marriott International, Inc., Miami , Guest Relations Manager - Ritz-Carlton Bal Harbour, Miami (19000PB7), Executive , Fort Lauderdale, Florida
Didn't find what you're looking for? Search again!