Guest Relation, Activities Manager in Marriott's Club Son Antem at Marriott Vacations Worldwide

Date Posted: 7/31/2019

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Job Summary 

Represents resort management in resolving any guest related situation. Serves as Guest Relations Manager and handles the tracking of service issues, ensuring that the highest levels of hospitality and service are provided (GSS scores). Manages the flow of questions and directs guests within the lobby and conducting guest courtesy visits together with the courtesy visit team to ensure guest satisfaction.

The position is also responsible for Activities, Spa and Massage & Beauty departments, supervising and coordinating employees, activities and schedules, following the company standards and achieving operational budget.

Monitors guest and associate satisfaction and maximizes the performance of the department.

Candidate Profile

Education and Experience

Job experience: 3 years practical experience in an Assistant Management position within the Front Office Department.

  • Languages: Fluent in English, Spanish and German preferably.
  • Computer knowledge: MS Office, Outlook, Opera, Marsha, ASGARD. Concierge Assistant Software is a plus. 

Core Work Activities 

Leading Teams

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Serves as a role model to demonstrate appropriate behaviors.
  • Supervises and manages Courtesy Visit and Front Office associates. Manages all day-to-day operations. Understands associate positions well enough to perform duties in associates' absence.
  • Celebrates successes and publicly recognizes the contributions of team members.
  • Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.  

Maintaining Guest Services Goals 

Guest Relations Team 

  • Work closely with Rooms Controller and Front Desk Manager for proper handling of allocation requests.
  • Interact with housekeeping, especially with Housekeeping Coordinator regarding VIP arrivals, expediting apartments, preferred apartments to be cleaned first and gets cleaning times during weekends.
  • Pre-block special requests, VIP, owners, and rental guests. Ensure that all guaranteed room types and special requests are met.
  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.  

Spa & Lifeguards  

  • Be proactive looking for new revenue streams and up-selling
  • Conduct regular, documented Spa-building and pools control walks
  • Organize Lifeguard coverage in all pools
  • Ensure all pool controls are up to company standards and aligned with local requirements and regulations  

Activities 

  • Ensure full implementation of Club Thrive, being present in Activities events
  • Develop, Coordinate, and Manage Property Events
  • Monitor and direct resort activities for owners/guests.
  • Create, organize and implement activities for all age ranges.
  • Act as a liaison between resort outlets/activities and guests, including dissemination of accurate information.
  • Ensure clean, well-stocked and organized activities work areas.  

General Job Functions 

  • Develop specific goals and plans to prioritize, organize, and accomplish your work.
  • Maintain a strong working relationship with all departments to support resort operations and goals and to expedite the resolution of any problems that may arise through the general operation of the resort.
  • Intervene in any guest/associate situation as needed to ensure the integrity of the resort is maintained, guest satisfaction is achieved, and associate well-being is preserved.
  • Ensure that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
  • Comprehend budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
  • Develop interdepartmental concepts between M&B, Activities and Spa  

Ensuring Exceptional Customer Service  

  • Provide services that are above and beyond for customer satisfaction and retention.
  • Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Set positive example for guest relation
  • Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers.
  • Be a role model displaying outstanding hospitality skills.
  • Set a positive example for guest relations.
  • Respond to and handles guest problems and complaints.
  • Empower associates to provide excellent customer service.
  • Observe service behaviors of associates and provides feedback to individuals.
  • Strive to improve service performance.
  • Provides immediate assistance to guests as requested.
  • Ensure associates understand customer service expectations and parameters.
  • Participate in the development and implementation of corrective action plans to improve guest satisfaction. 

Conducting Human Resources Activities 

  • Use all available on the job training tools to train new hires and provide follow-up training as necessary.
  • Establish and maintain open, collaborative relationships with associates and ensures associates do the same with them.
  • Conduct job chats with all reporting staff members, at least 2 documented per year.
  • 12/12 department meetings, meeting minutes must be forwarded to HR.
  • Conduct daily 15-minute training for reporting staff. Monthly calendar must be sent to HR for tracking.
  • Schedule associates to business demands and for tracks associate time and attendance.
  • Ensure associates understand expectations and parameters.
  • Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy.
  • Observe service behaviors of associates and provides feedback to individuals.
  • Ensure associate recognition is taking place on all shifts.
  • Solicit associate feedback, utilizes an "open door" policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
  • Participate in associate progressive discipline procedures.
  • Review associate satsifaction results.
  • Participate in interviewing and hiring of team members with the appropriate skills.  

Implementing Projects and Policies 

  • Implement the customer recognition/service program/ 3+program, communicating and ensuring the process.
  • Ensure resort 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.  

Additional Responsibilities  

  • Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Analyze information and evaluating results to choose the best solution and solve problems.
  • Inform and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
  • Maintain high visibility in public areas during peak times.
  • Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
  • Assist in implementing procedures and documenting them
  • Attend meetings as replacement of reception management when required.
  • Attend weekly owner cocktail, 3 plus meeting, owners forum amongst others.
  • Perform other duties as required to meet the needs of the department or as instructed by Management.  

Financial Management 

  • Avoid apartment moving whenever possible, to reduce Housekeeping costs.  

Job Requirements 

  • Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
  • Follow company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.
  • Maintain a neat and professional appearance at all time.
  • Bending, kneeling and stooping, lifting up to 15kg, climbing ladders and stairs.
  • Resort walk around during MOD shifts.
  • Good visual observation skills.
  • Long standing hours.
  • Able to work under stress.
  • Good communication skills.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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