Guest Service Manager

5 months ago

Putrajaya, Malaysia Marriott International, Inc Full time

**Job Number** 24057755

**Job Category** Rooms & Guest Services Operations

**Location** Le Méridien Putrajaya, Lebuh IRC, Putrajaya, 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 that the highest levels of hospitality and service are provided. Represents property management in resolving any guest 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 builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Celebrates successes and publicly recognizes the contributions of team members.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

**Maintaining Guest Services and Front Desk Goals**
- 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.
- 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.
- 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.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.

**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.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Responds to and handles guest problems and complaints.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Strives to improve service performance.
- Provides immediate assistance to guests as requested.
- Ensures employees understand customer service expectations and parameters.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.

**Implementing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
- Manages payroll administration.

**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.
- Participates in employee progressive discipline procedures.
- Uses all available on the job training tools for employees.
- Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Supervises on-going training initiatives and conducts training when appropriate.
- Participates in the employee performance appraisal process, providing feedback as needed.

**Additional Responsibilities**
- Analyzes information and evaluating resul

  • Guest Services Manager

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23142811 **Job Category** Rooms & Guest Services Operations **Location** Le Méridien Putrajaya, Lebuh IRC, Putrajaya, Selangor, Malaysia **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...

  • Guest Services Manager

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 24091425 **Job Category** Rooms & Guest Services Operations **Location** Le Meridien Putrajaya, Lebuh IRC, Putrajaya, 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,...

  • Guest Service Manager

    5 months ago

    Putrajaya, Malaysia Palm Garden Hotel, Putrajaya, a Tribute Portfolio Hotel Full time

    Experience in Hotel Guest Service Manager/Duty Manager is needed - Able to work on shift **Benefits**: - Free parking - Maternity leave - Meal provided - Opportunities for promotion - Parental leave Schedule: - Rotational shift - Weekend jobs Ability to commute/relocate: - Putrajaya: Reliably commute or planning to relocate before starting work...

  • Guest Services Manager

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 24081862 **Job Category** Rooms & Guest Services Operations **Location** Moxy Putrajaya, Lebuh IRC IOI Resort City, 62502 Putrajaya, Selangor, Putrajaya, Malaysia, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Assists the Front Office Manager in...

  • Guest Service Assistant

    7 months ago

    Putrajaya, Malaysia Hilton Full time

    Guest Service Assistant A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. **What will I be doing?** As Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall...

  • Guest Service Manager

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23203346 **Job Category** Rooms & Guest Services Operations **Location** Moxy Putrajaya, Lebuh IRC IOI Resort City, 62502 Putrajaya, Selangor, Putrajaya, Malaysia, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Assists the Front Office Manager in...

  • Guest Services Associate

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23142739 **Job Category** Rooms & Guest Services Operations **Location** Le Méridien Putrajaya, Lebuh IRC, Putrajaya, Selangor, Malaysia **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Process all guest check-ins, check-outs, room assignments, and room change/late check-out...

  • Guest Services Agent

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 24081790 **Job Category** Rooms & Guest Services Operations **Location** Le Meridien Putrajaya, Lebuh IRC, Putrajaya, Selangor, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Process all guest check-ins, check-outs, room assignments, and room change/late...

  • Guest Services Agent

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 24038506 **Job Category** Rooms & Guest Services Operations **Location** Palm Garden Hotel Putrajaya a Tribute Portfolio Hotel, IOI Resort City, Putrajaya, Malaysia, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Process all guest check-ins, check-outs, room...

  • Guest Services Supervisor

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 24101066 **Job Category** Rooms & Guest Services Operations **Location** Le Meridien Putrajaya, Lebuh IRC, Putrajaya, Selangor, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Process all guest check-ins, verifying guest identity, form of payment, assigning...

  • Guest Services Supervisor

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 24081855 **Job Category** Rooms & Guest Services Operations **Location** Moxy Putrajaya, Lebuh IRC IOI Resort City, 62502 Putrajaya, Selangor, Putrajaya, Malaysia, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Process all guest check-ins, verifying guest...

  • Guest Service Agent

    5 months ago

    Putrajaya, Malaysia Moxy Putrajaya Full time

    *** Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures...

  • Guest Services Agent

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 24065774 **Job Category** Rooms & Guest Services Operations **Location** Moxy Putrajaya, Lebuh IRC IOI Resort City, 62502 Putrajaya, Selangor, Putrajaya, Malaysia, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Assist staff with expediting problem payments...

  • Guest Service Assistant

    5 months ago

    Putrajaya, Malaysia DoubleTree by Hilton Putrajaya Lakeside Full time

    The Guest Service Assistant will be responsible for the check-in and check-out process as well as answer general questions regarding local entertainment, hotel hours of operation, services and facilities, and assisting with any other guest requests. **Salary**: RM1,700.00 - RM1,800.00 per month **Benefits**: - Opportunities for promotion - Professional...

  • Guest Service Assistant

    5 months ago

    Putrajaya, Malaysia Idaman Putrajaya Sdn. Bhd. (DoubleTree by Hilton Putrajaya Lakeside ) Full time

    Hospitality establishment receptionists provide first point of contact and assistance to the guests of a hospitality establishment. They are also responsible for taking bookings, processing payments and giving information. DoubleTree by Hilton Putrajaya Lakeside is a luxurious hotel situated on the shores of a scenic lake in Putrajaya, Malaysia. With its...

  • Guest Service Agent

    6 months ago

    Putrajaya, Malaysia Palm Garden Hotel, Putrajaya, a Tribute Portfolio Hotel Full time

    Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in...

  • Supervisor-guest Service

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **หมายเลขงาน** 24101066 **ประเภทของงาน** Rooms & Guest Services Operations **สถานที่** Le Meridien Putrajaya, Lebuh IRC, Putrajaya, Selangor, Malaysia ดูบนแผนที่ **ตารางการทำงาน**...

  • Guest Services Agent

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23196834 **Job Category** Rooms & Guest Services Operations **Location** Le Méridien Putrajaya, Lebuh IRC, Putrajaya, Selangor, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Process all guest check-ins, check-outs, room assignments, and room change/late...

  • Guest Services Supervisor

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23199709 **Job Category** Rooms & Guest Services Operations **Location** Moxy Putrajaya, Lebuh IRC IOI Resort City, 62502 Putrajaya, Selangor, Putrajaya, Malaysia, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Process all guest check-ins, verifying guest...

  • Guest Experience Expert

    5 months ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 24095346 **Job Category** Rooms & Guest Services Operations **Location** Palm Garden Hotel Putrajaya a Tribute Portfolio Hotel, IOI Resort City, Putrajaya, Malaysia, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a...