Assistant Manager - Guest Relations

About the Role

The Assistant Manager - Guest Relations plays a vital role in supporting all property operations to ensure exceptional hospitality and service standards are consistently met. This position manages guest inquiries in the lobby and assists with resolving service-related concerns efficiently.

Key Responsibilities

• Lead and influence team members using strong interpersonal and communication skills while demonstrating integrity and sound business judgment.
• Foster an environment of trust, respect, and collaboration among team members, serving as a role model for appropriate professional conduct.
• Supervise staff and possess sufficient knowledge of employee roles to perform their duties during absences.
• Oversee daily guest services and front desk operations, ensuring quality standards meet or exceed customer expectations.
• Set and organize goals and priorities to accomplish work plans effectively.
• Address complaints, mediate disputes, and resolve conflicts to maintain guest satisfaction.
• Support energy conservation initiatives by ensuring compliance on property tours.
• Assist in implementing customer recognition programs and ensure alignment with established procedures.
• Participate in facility inspections covering appearance, safety, staffing, security, and maintenance.
• Contribute to generating Management on Duty (MOD) reports and monitor adherence to policies and procedures.
• Implement emergency response protocols for situations including accidents, crimes, fire, and other incidents.
• Adhere to and enforce loss prevention policies.
• Deliver outstanding customer service to enhance guest satisfaction and retention.
• Coach and provide feedback to associates to continuously improve service quality.
• Intervene in guest or employee matters as necessary to uphold property integrity and well-being of all parties.
• Maintain high visibility in public areas during peak periods and provide prompt assistance to guests.
• Gather guest feedback regularly to assess product and service quality, recording issues in the tracking system.
• Support human resource functions such as identifying development opportunities, providing guidance, and assisting with recruitment.
• Communicate effectively within the team and across departments to keep all stakeholders informed and resolve operational challenges.
• Participate in investigations related to employee and guest incidents.
• Perform front desk duties during busy periods as required.

Candidate Profile

• Possession of a high school diploma or GED with at least 1 year of experience in guest services, front desk, or related roles; or
• A 2-year degree from an accredited institution in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field with no prior work experience needed.

Equal Opportunity Commitment

The company is dedicated to fostering an inclusive, diverse workplace that values all associates' backgrounds and experiences. Non-discrimination is assured for all individuals, including those with disabilities and veterans.

About the Organization

The Marriott Hotels brand aims to elevate hospitality by continuously innovating while maintaining a welcoming and familiar experience worldwide. JW Marriott, part of Marriott International's luxury portfolio, prioritizes associate well-being and growth, providing a supportive work culture enriched with training, development, and recognition opportunities.