Guest Services Manager – Marriott International

The Guest Services Manager is responsible for overseeing all property operations to ensure high levels of hospitality and service at a hotel. This role includes managing guest interactions, supervising employees, and maintaining relationships with other departments to support smooth property operations and guest satisfaction.

The Guest Services Manager serves as the property Manager on Duty and oversees all property operations to ensure the highest levels of hospitality and service. This role involves representing property management in resolving guest-related situations, managing guest interactions in the lobby, and tracking service issues as the Guest Relations Manager. The manager also leads and supervises employees, maintains relationships with departments, handles complaints, and ensures exceptional customer service standards are met. The position requires managing day-to-day operations, handling payroll and budgets, implementing policies, conducting human resource activities such as coaching and performance monitoring, and maintaining visibility during peak times. The Guest Services Manager supports employee development and participates in emergency plan implementation, ensuring the smooth operation of the property and guest satisfaction.