Are you looking for a Job in Guest Experience Manager Field then this post may be relevant to you.
Job Details:
Company name : Marriott International, Inc
Position Name : Guest Experience Manager
Location: London W1K
Job ID : 4c739cd10140f49e
Description : Posting Date Jan 24, 2022
Job Number 22009052
Job Category Rooms & Guest Services Operations
Location London Marriott Hotel Grosvenor Square, Grosvenor Square, London, London, United Kingdom VIEW ON MAP
Brand Marriott Hotels Resorts
Schedule Full-Time
Relocation? N
Position Type Management
Located Remotely? N
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
JW Marriott is part of Marriott International’s luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.
The UK’s Original Marriott Hotel is excited to be seeking a passionate, exceptional & experienced Head Concierge to join one of the most engaging, fast-paced Front of House environments in Mayfair. The successful candidate will showcase outstanding leadership qualities to lead their team in creating the ultimate guest experience, influencing and taking ownership of delighting our guests throughout prior, throughout and post their stay. By setting the tone and leading by example, the Head Concierge will embed service excellence at every touch point in the guest journey, using their experience to continually refine the concierge teams performance
Proudly Marriott… Uniquely Grosvenor Square – Come and join our Mayfair Playground!
JOB SUMMARY
An outstandingly creative and passionate leader to join our one of the most engaging, fast-paced Front of House environments in Mayfair and show their true spirit of adventure. Ultra focused on creating the ultimate guest experience, the successful candidate will lead, influence and take full ownership of delighting our guests at every turn. Driven by the ambition to continually refine and curate our guest’s room journey and ensuring all Front of House associates anticipate and deliver exceptional service by embedding service excellence at every touch point across the guest journey, ensuring the department continues to evolve and elevate its practice.
Tasked with the leadership with the Guest Relations & M Club Team within the Front of House, the Guest Experience Manager is a key role within the Rooms Division Leadership team
CANDIDATE PROFILE
Education and Experience
High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area with at least 2 year experience in a Management role.
OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.
CORE WORK ACTIVITIES
Leading Exceptional Customer Service
Provides services that meet and exceed guest expectations at every turn, ensuring ongoing repeat business and loyalty from our guests.
Improves service offering from all departments by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Supports the the successful execution of the Marriott Bonvoy program within the hotel by holding expert knowledge of all facets of the program, ensuring all associates & managers are trained to the most up to date standards and keeping the hotel at the forefront of the program’s offerings.
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
Strives to improve service performance each and every day in their own actions. Leads by example demonstrating self-confidence, energy and enthusiasm.
Empowers employees to provide excellent customer service.
Reviews guest satisfaction results, social media reviews, customer feedback emails and other data to identify areas of improvement in guets service.
Observes service behaviors of employees and provides feedback to individuals and/or managers in a timely fashion that ensures ongoing development of individuals/ and or managers.
Understands employee satisfaction and guest satisfaction results and develops game plans to attack need areas and expand on the strengths
Utilizes budgets to understand financial objectives balancing costs with employee/guests satisfaction and quality
Ensures effective departmental communication and information systems through logs, department meetings and property meetings
Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
Communicates guest satisfaction results in a timely fashion including all social media responses, guest satisfaction forms, comment cards and guest letters.
Leadership of the Guest Relations & M Club Team
Encourages and builds mutual trust, respect, and cooperation among team members.
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Serves as a role model to demonstrate appropriate behaviors at all times within the business by leading from the front by demonstrating a positive can do attitude at all times.
Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees’ absence across responsible departments.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Ensures recognition of employees is taking place across areas of responsibility.
Communicates performance expectations in accordance with job descriptions for each position, monitors progress and executes appropriate performance management.
Celebrates successes and publicly recognizes the contributions of team members.
Holding Fire Panel responsibility and ensuring full and detailed knowledge of hotel fire life safety protocol and evacuation procedures. Lead evactuation of the hotel in the role of manager on duty.
Observes service behaviors of employees and ensures that all uniformed employees are properly attired and groomed per the hotel grooming standards, each wearing a nametag.
Performing role of Manager on Duty when on shift.
Ensuring a thorough knowledge of all Food Safety regulations, standards and guidelines with regard to M Club Operations. Responsbile for their full and correct implementation by the M Club team.
Support Management of Front Office team
Maintaining all Guest Services departmental Goals
Achieves and exceeds goals including hotel & departmental performance goals, budget goals and individual team goals.
Manages day-to-day operations, ensuring its high quality, maintaining & exceeding standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Keeps Guest Relations & M Club team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Supports regular reviews of staffing levels to ensure that guest service, operational needs and financial objectives are met.
Understands & manages the impact of Guest Relations & M Club operations on the Rooms Division area and overall property financial goals.
Managing Projects and Policies
Ensures compliance with all Front Desk, Concierge, Switchboard Operations & M Club policies, standards and procedures including all relevant Brand Standards.
Ensures staff are trained regularly and adhere to all hotel financial policies and procedures including credit policies and reducing bad debts and rebates.
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.
Regularly bring creative projects to the table which improve the guest experience within the property and help the hotel manage its financial goals.
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 expectations & standards and monitoring performance.
Provides regular feedback and realistic development plans that ensure associates and managers are provided the best opportunity to be guided in their own career & personal development.
Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
Ensures employees are treated fairly and equitably at all times.
Administers the performance appraisal process for direct report managers.
Holds ultimate responsibility for the performance appraisal process of all associates with the departments that report to the direct report managers.
Supports the Front of House Manager in recruitment of all areas of the Guest Relations & M Club departments
Performs other related tasks as assigned by management.
Complies with Marriott International Hotels Limited Regional Office policies and procedures.
Working hours as required to do your job but normally not less than 40 hours per week.
Be knowledgeable of all applicable SOP’s/ LSOP’s and ensure controls points are implemented and are effective as outline in Audit Requirements.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
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