What are the responsibilities and job description for the GUEST RELATIONS MANAGER position at JW Marriott Marquis Miami?
Benefits
- Health Insurance
- Dental and Vision
- Paid Time Off
- 401K
- Parking and Metro Reimbursement
- Travel Perks and Benefits
- Recognition and Rewards
- Growth Opportunities
- …and much more!
Job Summary
The position has responsibility for the management of retail outlets within the hotel. The position is responsible for the total direction of the retail business.
Responsible for overseeing the daily operation of the Spa and Fitness Center to maximize profitability, and enhance the image of the areas by providing a positive/professional environment for guests, members, and staff.
Areas of responsibility include Front Office, Housekeeping, Food and Beverage, Loss Prevention, and Engineering, where applicable. The position works with direct reports (executive committee members and department heads) to develop and implement the operations strategy and ensures the implementation of the brand service strategy and brand initiatives.
Oversees all Room operations, ensuring that the highest levels of hospitality and service are provided. Represents hotel management in resolving any guest or hotel-related situation. Manages the flow of questions and directs guests within the Hotel. Serves as guest relations manager and handles the tracking of service issues.
To provide exceptional customer service to all guests of the hotel in a hospitable, friendly, and efficient manner. Attend the lobby area by creating a level of concierge service that consistently delivers professional, warm, friendly, and personalized hospitality to all guests. Greet guests and inform them of property amenities, services, hours of operation, and local areas of interest and activities
Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by deciding or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individuals or departments (e.g., Bellperson, Housekeeping) as necessary to resolve guest calls, requests, or problems. Review shift logs/daily memo books and document pertinent information in logbooks. Ensure that any outstanding requests from the previous day receive priority and are resolved. Monitor inventory and order general office supplies. Notify Loss Prevention/Security of any guest reports of theft.
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MDM Hotel Group is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. MDM Hotel Group does not discriminate based on disability, veteran status, or any other basis protected under federal, state, or local laws.
