Guest Services Manager (Bellman)

Job Number 23094765
Job Category Rooms & Guest Services Operations
Location The Ritz-Carlton Bali, Jalan Raya Nusa Dua Selatan Lot III, Bali, Bali, 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

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

Maintaining Guest Services and Front Desk Goals

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• 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.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
• 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.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• 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.

Ensuring Exceptional Customer Service

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

Implementing Projects and Policies

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

Conducting Human Resource Activities

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

Additional Responsibilities

• Maintains high visibility in public areas during peak times.
• 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.
• Performs Front Desk duties in high demand times.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

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.
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. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.