Guest Relations Manager – Marriott International
Marriott International
Hospitality
Role Summary
The Guest Relations Manager leads the Guest Relations team to ensure exceptional hospitality and service at the hotel. This role involves managing guest inquiries, overseeing guest services and front desk operations, and supporting property goals through effective supervision and interdepartmental collaboration.
Job Description
The Guest Relations Manager supports all property operations to ensure the highest levels of hospitality and service are provided. This role manages guest inquiries and directs guests within the lobby, assists in tracking and resolving service issues, and oversees day-to-day guest services and front desk operations. The manager also supervises employees, supports customer service programs, ensures compliance with safety and property standards, and maintains a strong working relationship with all departments to support property goals.
Job Requirements
High school diploma or GED with 1 year experience in guest services, front desk, or related area, or a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major with no work experience required.
Strong interpersonal and communication skills to lead and encourage others.
Ability to supervise and manage employees effectively.
Ability to handle guest complaints, disputes, and grievances professionally.
Knowledge of customer recognition/service programs and emergency plans.
Ability to provide exceptional customer service and empower employees to do the same.
Capability to observe and provide feedback on service behaviors.
Ability to interact regularly with guests to assess satisfaction and improve service.
Skills to perform human resource activities such as coaching, mentoring, and setting performance standards.
Ability to communicate information clearly through various channels.
Problem-solving skills to analyze information and evaluate results.
Capacity to maintain relationships with multiple departments and ensure smooth property operations.
Quick Info
Company
Marriott International
Location
Penang
Salary
Undisclosed
Skills Required
8 skills
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Required Skills
Guest Relations Management
Hospitality Services
Customer Service
Employee Supervision
Conflict Resolution
Communication Skills
Human Resource Management
Problem Solving
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