Guest Services Manager - The St. Regis Jakarta

Job Number 23161656
Job Category Rooms & Guest Services Operations
Location The St. Regis Jakarta, Rajawal Place Jalan HR Rasuna Said Kav. B/4, Jakarta Selatan, Indonesia, 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

• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• 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.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Celebrates successes and publicly recognizes the contributions of team members.
• Serves as a role model to demonstrate appropriate behaviors.

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.
• 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.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• 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.
• 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.

Ensuring Exceptional Customer Service

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

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

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

Additional Responsibilities

• Analyzes information and evaluating results to choose the best solution and solve problems.
• 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.
• 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.
• 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.
Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, 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.