Guest Experience Manager Jobs

Job Number 23074629
Job Category Rooms & Guest Services Operations
Location Sheraton Belitung Resort, Jalan Pantai Penarikan Dusun Timur Jaya, Sijuk Belitung, Sumatera Selatan, Indonesia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
Job Summary
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.
CANDIDATE PROFILE
Education And Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 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
Leading Guest Services Teams

• 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.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Celebrates successes and publicly recognizes the contributions of team members.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Encourages and builds mutual trust, respect, and cooperation among team members.

Maintaining Guest Services and Front Desk Goals

• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• 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.
• 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.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Ensuring Exceptional Customer Service

• 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.
• Provides services that are above and beyond for customer satisfaction and retention.
• Empowers employees to provide excellent customer service.
• Serves as a leader in displaying outstanding hospitality skills.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Observes service behaviors of employees and provides feedback to individuals.
• Provides immediate assistance to guests as requested.
• Sets a positive example for guest relations.
• Ensures employees understand customer service expectations and parameters.
• Strives to improve service performance.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Implementing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Manages payroll administration.
• 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.

Conducting Human Resource Activities

• Supervises on-going training initiatives and conducts training when appropriate.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Participates in the employee performance appraisal process, providing feedback as needed.
• Participates in employee progressive discipline procedures.
• Uses all available on the job training tools for employees.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Maintains high visibility in public areas during peak times.
• Performs Front Desk duties in high demand times.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

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.
When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experiences, we encourage you to explore your next career opportunity with Sheraton.