Guest Service Manager

2 days ago

George Town, Malaysia Marriott International Full time
Additional Information Position is available for Malaysian NRIC holders and permanent residents only.
Job Number 24112547
Job Category Rooms & Guest Services Operations
Location Penang Marriott Hotel, 55 Persiaran Gurney, George Town, Penang, Malaysia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

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.

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.

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.

  • Guest Service Manager

    4 weeks ago

    George Town, Malaysia Marriott International, Inc Full time

    **Additional Information** Position is available for Malaysian NRIC holders and permanent residents only. **Job Number** 24097608 **Job Category** Rooms & Guest Services Operations **Location** Penang Marriott Hotel, 55 Persiaran Gurney, George Town, Penang, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?**...

  • Guest Service Manager

    2 days ago

    George Town, Penang, Malaysia Marriott International Full time

    Additional Information Position is available for Malaysian NRIC holders and permanent residents only.Job Number Job Category Rooms & Guest Services OperationsLocation Penang Marriott Hotel, 55 Persiaran Gurney, George Town, Penang, Malaysia VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARYSupports all property...

  • Guest Service Manager

    3 weeks ago

    George Town, Malaysia The Prestige Hotel Full time

    First point of contact for guest enquiries and complaints. - Maintains and be aware of the importance of guest recognition. - Monitor and manage front office operations on a day-to-day basis. - Train new hires and mentor existing GSA & trainees - Incident management, investigation and reporting. - Daily rounding and reporting to the Management team any...

  • Guest Service Representative

    2 weeks ago

    George Town, Malaysia Trendy Expression Sdn Bhd Full time

    Guest Service Representative Responsibilities: - Greeting guests upon arrival and making them feel welcomed. - Administering check-ins and check-outs. - Providing front desk services to guests. - Assigning rooms and taking care of administrative duties. - Processing guest payments. - Coordinating with bell service and staff management. - Being a source of...

  • Guest Service Agent

    4 weeks ago

    George Town, Malaysia Cititel Penang Full time

    Hotel Front Desk Agent responsibilities include registering guests, managing reservations and providing information about rooms, rates and amenities. If you have a knack for customer service and work experience in the hotel industry, we’d like to meet you. Ultimately, you will help create a pleasant and memorable stay for our guests. - Perform all...

  • Guest Service Agent

    2 weeks ago

    George Town, Malaysia Cititel Penang Full time

    Hotel Front Desk Agent responsibilities include registering guests, managing reservations and providing information about rooms, rates and amenities. If you have a knack for customer service and work experience in the hotel industry, we’d like to meet you. Ultimately, you will help create a pleasant and memorable stay for our guests. - Perform all...

  • Guest Service Agent

    2 weeks ago

    George Town, Malaysia Salient Glory City Sdn Bhd Full time

    Undertaking front desk service duties. - Administering check-in and check-outs. - Assigning rooms and issuing keys. - Processing guest payments and managing bills. - Coordinating with porters, concierge, kitchen staff and housekeeping. - Acting as a central source of information for guests during their stay. - Resolving problems and dealing with conflict or...

  • Guest Service Supervisor

    3 weeks ago

    George Town, Malaysia Company Confidentials Full time

    **Job Descriptions**: - Responsible for the smooth operation of the hotel's Front Office and F&B departments in terms of daily Check-In and Out, Breakfast, Hi-Tea, and Dinner. - Welcome and assist guest according to hotel service standards. - Ensure hotel cleanliness standards are executed with the highest level of proficiency. - Ensure that room checklist...

  • Guest Service Agent

    2 weeks ago

    George Town, Penang, Malaysia Macalister Mansion Full time

    JOB RESPONSIBILITIES: Maintain a friendly, neat and pleasant image at all times. Provides courteous services to guests and respond promptly and tactfully to guests' complaints, requests and enquiries. Sells, registers and assigns rooms to incoming guests, ensure that registration cards are properly filled up. Checkout departing guests based on the...

  • Guest Service Supervisor

    5 days ago

    George Town, Malaysia Company Confidentials Full time

    Responsible for the smooth operation of the hotel. - Ensure the Reception counter is always clean and tidy. - Responsible in overseeing and supervising the daily Front Office workflow. - Assist & delighting customers upon check-in / check-out. - Knowledgeable unit location, types of room available & on-going room rate promotion. - Knowledgeable in regards...

  • Guest Experience Manager

    4 weeks ago

    George Town, Malaysia Marriott International, Inc Full time

    **Additional Information** Position is available for Malaysian NRIC holders and permanent residents only. **Job Number** 24045540 **Job Category** Rooms & Guest Services Operations **Location** Penang Marriott Hotel, 55 Persiaran Gurney, George Town, Penang, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?**...

  • Guest Service Assistant

    3 weeks ago

    George Town, Malaysia The Prestige Hotel Full time

    RESPONSIBILITIES - Register guests and assigns rooms. Accommodates special requests whenever possible. - Assists in pre-registration and blocking of rooms for reservations. - Thoroughly understand and adheres to proper credit, check - cashing, and cash handling policies and procedures. - Understands room status and room status tracking. - Knows room...

  • Guest Service Assistant

    3 weeks ago

    George Town, Malaysia The Prestige Hotel Full time

    RESPONSIBILITIES - Register guests and assigns rooms. Accommodates special requests whenever possible. - Assists in pre-registration and blocking of rooms for reservations. - Thoroughly understand and adheres to proper credit, check - cashing, and cash handling policies and procedures. - Understands room status and room status tracking. - Knows room...

  • Front Office-guest Service Agent

    2 weeks ago

    George Town, Penang, Malaysia HNG CAPITAL SDN BHD Full time

    Job summary Greeting guests and visitors with a positive, friendly and helpful attitude and deliver exceptional customer services. Assisting clients in finding their way around the Mansion. Assisting with a variety of administrative tasks including copying, faxing, taking notes and proposing travel plans with transportation. Answering phone calls in a...

  • Guest Service Assistant

    2 weeks ago

    George Town, Penang, Malaysia The Prestige Hotel Full time

    RESPONSIBILITIES Register guests and assigns rooms. Accommodates special requests whenever possible. Assists in preregistration and blocking of rooms for reservations. Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures. Understands room status and room status tracking. Knows room locations, types of...

  • Guest Service Agent

    5 days ago

    George Town, Malaysia Macalister Mansion Full time

    **JOB RESPONSIBILITIES**: - Maintain a friendly, neat and pleasant image at all times. - Provides courteous services to guests and respond promptly and tactfully to guests’ complaints, requests and enquiries. - Sells, registers and assigns rooms to in-coming guests, ensure that registration cards are properly filled up. Check-out departing guests based on...

  • Guest Service Agent

    5 days ago

    George Town, Malaysia Macalister Mansion Full time

    **JOB RESPONSIBILITIES**: - Maintain a friendly, neat and pleasant image at all times. - Provides courteous services to guests and respond promptly and tactfully to guests’ complaints, requests and enquiries. - Sells, registers and assigns rooms to in-coming guests, ensure that registration cards are properly filled up. Check-out departing guests based on...

  • Guest Service Representative

    6 days ago

    George Town, Malaysia Marriott International, Inc Full time

    **İş Numarası** 24020608 **İş Kategorisi** Rooms & Guest Services Operations **Lokasyon** Courtyard Penang, 218D Jalan Macalister, George Town, Penang, Penang, Malaysia HARİTADA GÖRÜNTÜLE **Çizelge** Full-Time **Uzakta mı bulundu?** N **Konum değişikliği mi?** N **Pozisyon Türü** Non-Management - Marriott International, fırsat...

  • Service Manager

    2 weeks ago

    George Town, Malaysia Salient Glory City Sdn Bhd Full time

    Trains new guest services department personnel. - Answers inquiry regarding rates and availability. - Maintains a thorough knowledge of the room rack locations types of rooms, room rack operations, package plans, hotel facilities. - Maintains a detailed knowledge about the hotel's services and hours of operations. - Display a pro-active and leading role in...

  • Guest Service Representative

    2 weeks ago

    George Town, Penang, Malaysia Marriott International, Inc Full time

    **İş Numarası** **İş Kategorisi** Rooms & Guest Services Operations**Lokasyon** Courtyard Penang, 218D Jalan Macalister, George Town, Penang, Penang, Malaysia HARİTADA GÖRÜNTÜLE**Çizelge** Full-Time**Uzakta mı bulundu?** N**Konum değişikliği mi?** N**Pozisyon Türü** Non-Management- Marriott International, fırsat eşitliği sunan bir...