Assistant Guest Relations Manager

Marriott Hotels Resorts; Roma; In loco; EUR 25.000 - 35.000; Tempo pieno

Descrizione del lavoro

A leading hospitality company in Rome seeks a full-time Front Desk Manager to ensure exceptional guest experiences through effective management of front desk operations. Responsibilities include overseeing daily operations, resolving guest issues, training team members, and maintaining quality service standards. The ideal candidate will have a high school diploma, a relevant 2-year degree is a plus, and ideally 1 year of experience in a similar role. Join us in providing outstanding hospitality and customer care.

Competenze

• 1 year experience in guest services front desk or related area.
• 2-year degree from accredited university in Hotel Management preferred.

Mansioni

• Manage front desk operations to ensure quality service.
• Handle guest complaints and resolve conflicts effectively.
• Lead and train team members to provide exceptional service.
• Conduct regular inspections for appearance and safety.

Conoscenze

Interpersonal skills

Communication skills

Leadership

Conflict resolution

Formazione

High school diploma or GED

2-year degree in Hotel Management or related field

Descrizione del lavoro

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.

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 quality standards and meeting the expectations of the customers on a daily basis.

Develops specific goals and plans to prioritize, organize and accomplish 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 ensure 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 provides 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 evaluates results to choose the best solution and solve problems.

Informs and/or updates the executives, peers and 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

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 our 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