Guest Experience Manager

Marriott•Dorado, PR

10d

About The Position

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues. At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate. Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests. Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Requirements

High school diploma or GED; 2 years 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.

Responsibilities

Serves as the property Manager on Duty and oversees all property operations
Represents property management in resolving any guest related situation
Manages the flow of questions and directs guests within the lobby
Serves as Guest Relations Manager and handles the tracking of service issues
Utilizes interpersonal and communication skills to lead, influence, and encourage others
Supervises and manages employees
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
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
Provides services that are above and beyond for customer satisfaction and retention
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
Responds to and handles guest problems and complaints
Implements the customer recognition/service program, communicating and ensuring the process
Ensures property policies are administered fairly and consistently
Identifies the developmental needs of others and 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
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Analyzes information and evaluating results to choose the best solution and solve problems
Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
Performs Front Desk duties in high demand times