Additional Information: This hotel is owned and operated by an independent franchisee, Northwood Hospitality. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
JOB SUMMARY
The Guest Services Manager oversees all front desk and retail operations and the seemingly effortless movement of guests through the hotel. This includes the role of resident expert on all required Aloft brand standards related to check-in and check-out procedures, kiosk operations (both check-in/check-out and entertainment), re:fuel sales and the general operation of hotel facilities.
JOB DUTIES
Oversees and assists Front Desk Agents in checking guests in and out of the hotel in accordance with brand and hotel policy.
Respond to guest surveys on weekly basis and provide feedback to team and share comments with the collective.
Promptly and professionally greets all guests entering the hotel lobby.
Provides assistance and answers guests’ questions regarding hotel services, area attractions and local restaurants.
Responds quickly to and resolves guest complaints. Follows up to ensure guest satisfactions.
Trains new hires and conducts training for Front Desk Agents and culinary talents on a regular basis.
Generates a variety of daily and weekly reports.
Communicates regularly with Housekeeping, Engineering and Sales on room availability, VIP guests, etc.
We are looking for a candidate that:
Has the ability and drive to embrace the Aloft culture, paying particular attention to the ongoing training of the team to ensure the perpetuation of the Aloft signature service
Embraces the aloft culture, striving to exceed guest expectations at every opportunity
Is the pulse of the building. In the know, managing it all and having fun!
Is a self-starter that is always motivated to be the best
Never walks past a pillow out of place or a piece paper on the ground and instead takes the time to make it right
EDUCATION AND EXPERIENCE
High school diploma or equivalent. Associates degree preferred.
2 – 3 years of hotel front desk experience
Previous supervisory experience at Starwood or Marriott
Experience using point of sale systems preferred
https://careers.marriott.com/guest-services-manager/job/A07BE1323C832C61A265EF7717F70F59
This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.
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