Guest Relations & Quality Manager

Marriott Hotels Resorts; West Drayton; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global hospitality leader in West Drayton seeks a Guest Relations & Quality Manager to foster guest productivity and community connections. You will be responsible for implementing quality assurance processes and enhancing guest service while driving profitability in the Sheraton public space. The ideal candidate has a minimum of 2 years in guest relations and excels in creating memorable guest experiences. This full-time position offers competitive pay and extensive benefits.

Benefits

Competitive rate of pay

Discretionary bonus plan

Complimentary car park

Complimentary uniforms and dry cleaning

Dental and eye care benefits

Paid meal breaks

Learning and development opportunities

Discounts on hotel rooms and services

Qualifications

• Minimum of 2 years of hands-on experience in guest relations and service excellence.

Responsibilities

• Maintain public space goals and deliver on the Sheraton experience.
• Maximize guest productivity with meeting spaces and business services.
• Build relationships with guests and local organizations.

Skills

Dynamic hospitality professional

Customer-focused

Exceptional guest experiences

Guest relations experience

Job description

JOB SUMMARY

The Guest Relations & Quality Manager (Community Manager) is the principle orchestrator and welcoming face of the Sheraton public space which offers features and services for guests that are uniquely Sheraton ultimately fostering guest productivity connectivity and a sense of this role you will be responsible for implementing quality assurance processes that meet the companys mission and brand standards target customer needs ensure employee satisfaction and focus on continuous improvement at the property level. This position champions the Quality function and builds support for change. You will activate key Sheraton public space proof points and programming including the Community Table Studios Booths and the Coffee Bar&More which enable guest productivity and connectivity and foster a sense of community delivering on the Sheraton experience. You will work to facilitate peak performance and achievement of guest work goals while staying with us by ensuring guests are connected with tech support can procure work space have food & beverage needs met and any other ad-hoc requests through seamless coordination with other departments and functions. This role also facilitates connectivity between guests and the local community by forming and managing partnerships with local businesses and organizing lobby events that promote the learning and growth of our guests. You will drive profitability in the transformed Sheraton public space and is empowered to use their discretion to elevate and deliver personalized guest service with a community mindset critically important as a core value of the Sheraton brand.

CANDIDATE PROFILE

You are a dynamic and customer-focused hospitality professional with a proven track record of delivering exceptional guest experiences in fast-paced environments. To be successful youll bring a minimum of 2 years of hands-on experience in guest relations front office operations and service excellence.

CORE WORK ACTIVITIES

• Maintaining Public Space Goals by activating key branded public space proof points deliver on the Sheraton experience.
• Enabling Guest Productivity by maximising guest productivity providing meeting spaces business services and an atmosphere conducive to guest success.
• Building Community and relationships with both guests and local organizations and business to create a sense of community within the hotel through networking and enriching events
• Creates a seamless easy experience for guests provides continuity to the guest experience journey by supporting all guest relations matters within the public space.
• Managing Quality Assurance goals by driving property quality and compliance through TQM leadership audits best practice implementation and measurable process improvements.
• Managing Quality tools Analysing issues and identifies trends.
• Managing the Guest Experience holistically modelling service behaviors that exceed guest expectations.

Benefits

• Competitive rate of pay discretionary bonus plan
• Upsells and guest referral incentives uncapped !
• Complimentary car park - worth up to 1300.00 p / a
• Complimentary uniforms / free dry cleaning - worth up to 1000.00 p / a
• Dental and Eye care benefits worth up to 1000.00 p / a
• Paid meal break and free meals on duty
• Team-spirited co-workers
• Encouraging management
• Wellbeing programs
• Learning and development opportunities
• Discounts on hotel rooms gift shop items food and beverage
• Recognition programs
• Inspiring career mentors
• Friendly a vibrant team atmosphere
• Graduate programs (subject to eligibility)
• Network of inspiring business leaders that support development and endless opportunities
• Travel the world with the #1 leader in hospitality (Global Transfers)

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.

Employment Type: Full-Time

Experience: years

Vacancy: 1