Guest Services Manager

4 weeks ago

Puchong New Village, Malaysia Marriott International Full time
Job Number
Job Category Rooms & Guest Services Operations
Location Four Points by Sheraton Puchong, 1201 Tower 3, Puchong Financial Corporate Centre, Puchong, Selangor, Malaysia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY
Serves as the property Manager on Duty and oversees all property operations, ensuring the highest levels of hospitality and service are maintained. Represents property management in addressing any guest-related issues. Manages guest flow and inquiries within the lobby and handles Guest Relations management responsibilities.

CANDIDATE PROFILE

Education and Experience

  • Successfully completed high school or GED; 2 years of experience in guest services, front desk, or similar professional roles.
OR

  • Completed a 2-year degree from a recognized university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field; no prior work experience necessary.

CORE WORK ACTIVITIES

Leading Guest Services Teams

  • Utilizes communication and interpersonal skills to lead, motivate, and guide team members; promotes sound business decisions; demonstrates integrity and honesty; sets a positive example for others.
  • Fosters trust, respect, and collaboration among team members.
  • Acts as a role model by exhibiting appropriate behaviors.
  • Supervises and oversees employees, managing daily operations and being capable of fulfilling employee duties when needed.
  • Recognizes and appreciates team successes and publicly acknowledges team members' contributions.
  • Establishes and nurtures open, cooperative relationships with the team and ensures similar conduct within the team.

Maintaining Guest Services and Front Desk Goals

  • Establishes specific objectives and strategies to effectively organize and prioritize work tasks.
  • Manages customer complaints, resolves disputes, handles conflicts, and engages in negotiations when necessary.
  • Maintains strong collaboration with all departments to uphold property operations and objectives and expedite issue resolution.
  • Intervenes in guest and employee situations to ensure property integrity, guest satisfaction, and employee welfare.
  • Facilitates constant communication with employees to raise awareness of business goals, convey expectations, acknowledge performance, and achieve desired outcomes.
  • Understands budgets, financial statements, and payroll reports to support department financial management.

Ensuring Exceptional Customer Service

  • Goes above and beyond to deliver exceptional services that exceed customer expectations and enhance customer loyalty.
  • Enhances service quality by assisting individuals in understanding guest requirements, offering guidance, feedback, and individual coaching as necessary.
  • Manages daily operations to ensure quality standards are met and customer expectations are consistently satisfied.
  • Sets the standard for exemplary hospitality.
  • Demonstrates exceptional guest relations skills.
  • Addresses and resolves guest complaints and issues.
  • Encourages employees to deliver outstanding customer service.
  • Observes employee service behaviors and offers individual feedback.
  • Strives to enhance service delivery.
  • Responds promptly to guest requests for assistance.
  • Ensures that employees comprehend customer service expectations and boundaries.
  • Participates in formulating and executing action plans to enhance guest satisfaction.

Implementing Projects and Policies

  • Executes the customer recognition and service program, communicating and guaranteeing adherence to the process.
  • Ensures fair and consistent administration of property policies, completion of disciplinary procedures and documentation following Standard and Local Operating Procedures (SOPs and LSOPS), and supporting the Peer Review Process.
  • Manages payroll processing.

Conducting Human Resource Activities

  • Identifies the development requirements of team members and offers coaching, mentoring, or support to enhance their knowledge and skills.
  • Provides guidance and instructions to subordinates, including defining performance standards and monitoring accomplishments.
  • Participates in employee disciplinary procedures.
  • Utilizes available on-the-job learning resources for employees.
  • Seeks employee input, adopts an "open-door" policy, and reviews employee satisfaction findings to identify and address employee issues or concerns.
  • Supervises continuous training programs and leads training sessions as needed.
  • Participates in the employee performance evaluation process and provides feedback when required.

Additional Responsibilities

  • Communicates information to supervisors, colleagues, and subordinates via telephone, in writing, through email, or in person.
  • Analyzes data and assesses outcomes to determine optimal solutions and address problems.
  • Informs executives, peers, and subordinates of pertinent information promptly.
  • Maintains a visible presence in public areas during peak periods.
  • Proficient in implementing all emergency protocols, including accidents, fatalities, elevator incidents, thefts, violent crimes, fires, etc.
  • Assumes Front Desk duties during high-demand periods.
Marriott International is an equal opportunity employer committed to building a diverse workforce and fostering an inclusive, people-centered environment. We prioritize non-discrimination based on any protected criteria, such as disability and veteran status, as outlined in relevant regulations. Where traditional elements mingle with contemporary features. Where work blends with leisure. Where global travelers can savor local flavors. As a team member, you will join the united community of Four Points by Sheraton where everyone is valued, mutual support is encouraged, and each hotel holds significance. We deliver precisely what guests seek in an uncomplicated manner. If you aspire to create a welcoming, sincere, and accessible ambiance that puts guests at ease, become part of our team. By joining Four Points, you integrate into a collection of brands under Marriott International.
Be where your excellence shines, initiate your purpose, fit in with an outstanding global team, and transform into the superior version of yourself.

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