Guest Services Manager

2 weeks ago

Putrajaya, Malaysia Marriott International, Inc Full time

**Job Number** 24078388

**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 administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

**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**

**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.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- 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.
- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

**Supporting Management of Front Desk Team**
- 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 building mutual trust, respect, and cooperation among team members.
- Serving 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.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

**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.
- Responds to and handles guest problems and complaints.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
- Ensures employees understand customer service expectations and parameters.
- Interacts with guests to obtain feedback on product quality and service levels.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
- Supervises same day selling procedures to maximize room revenue and control property occupancy.
- Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
- 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.

**Supporting Human Resource Activities**
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Supports a departmental orientation program for employees to receive the appropriate new hire training

  • Guest Services Manager

    1 month 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

    4 weeks ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23128375 **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 Service Assistant

    4 weeks 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 Assistant

    1 month 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 Services Agent/front Office Assistant

    4 weeks ago

    Putrajaya, Malaysia IOI CITY HOTEL SDN BHD 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. Hotel (5 star) under Marriott International Inc Inclusive 3 outlets (Latest Recipe, Le Mei, Latitude 02) Inclusive of hotel facilities...

  • Front Office Manager

    6 days ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23194092 **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...

  • F&b Service Expert

    5 days ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 24083686 **Job Category** Food and Beverage & Culinary **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 putting food on the...

  • Assistant Event Manager

    1 week ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 24082600 **Job Category** Food and Beverage & Culinary **Location** Le Meridien Putrajaya, Lebuh IRC, Putrajaya, Selangor, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Meet group coordinator/host(ess) prior to functions, make introductions, and ensure that...

  • Sales Manager

    1 month ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 24045517 **Job Category** Sales & Marketing **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** The position is accountable for proactively soliciting and handling sales opportunities....

  • Loyalty Manager

    1 month ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23142801 **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** Loyalty Manager is responsible for recognition and engagement of our most valuable Elite...

  • Loyalty Manager

    4 weeks ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23128349 **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** Loyalty Manager is responsible for recognition and engagement of our most valuable Elite...

  • Events Manager

    6 days ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23209591 **Job Category** Event Management **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** Responsible for preparing all event documentation and...

  • Assistant Loss Prevention Manager

    6 days ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23182320 **Job Category** Loss Prevention & Security **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 in the management of the daily functions...

  • Assistant Security Manager

    1 week ago

    Putrajaya, Malaysia Doubletree by Hilton Putrajaya Lakeside Full time

    DescriptionAn Assistant Security Manager directs security personal and works with Department Heads to deliver a safe Guest and Member experience while ensuring compliance with local safety legislation and hotel emergency procedures. What will I be doing?As an Assistant Security Manager, you will be responsible for directing and coordinating the activities of...

  • Assistant Chief Concierge

    4 weeks ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23128508 **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** Responsible for supporting all aspects of Concierge functions in accordance with hotel...

  • Loyalty Manager

    6 days ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 24000296 **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** Loyalty Manager is responsible for recognition and engagement of our most...

  • Assistant Manager Club Lounge

    4 weeks ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 24050131 **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** Loyalty Manager is responsible for recognition and engagement of our most...

  • Assistant Security Manager

    1 week ago

    Putrajaya, Malaysia Doubletree by Hilton Putrajaya Lakeside Full time

    An Assistant Security Manager directs security personal and works with Department Heads to deliver a safe Guest and Member experience while ensuring compliance with local safety legislation and hotel emergency procedures. What will I be doing?As an Assistant Security Manager, you will be responsible for directing and coordinating the activities of security...

  • Sales Centre Manager

    1 month ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23142771 **Job Category** Sales & Marketing **Location** Le Méridien Putrajaya, Lebuh IRC, Putrajaya, Selangor, Malaysia **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Responsible for proactively soliciting and managing group/catering-related opportunities. Manages...

  • Sales Centre Manager

    2 weeks ago

    Putrajaya, Malaysia Marriott International, Inc Full time

    **Job Number** 23204922 **Job Category** Sales & Marketing **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** Responsible for proactively soliciting and managing group/catering-related opportunities....