PM Guest Relations Manager in Shadow Ridge at Marriott Vacations Worldwide

Date Posted: 4/6/2021

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.

**Relocation Assistance Available**

JOB SUMMARY 

  

Supports all resort operations during our p.m. early a.m. timeframe as our Manager on Duty, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby.  Supports the tracking and resolution of any issues or opportunities arising during the p.m. hours.

CANDIDATE PROFILE

Education and Experience 

•High school diploma or GED; 1 year 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

Managing Guest Services and Front Desk Operations

•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 employees. Understanding employee positions well enough to perform duties in employees' absence.

Safety and Security Support

  • Incorporate into patrols, which encompass all areas of the property's interior and exterior, an inspection tour of recording system.
  • Follows process for the protection of owners/guests and associates. 
  • Follows up on all unusual activities in and around the property that would impair the well being of owners/guests and associates. 
  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.   
  • Implements action plans to monitor and control risk.   
  • Monitors all unusual activities in and around the property that would impair the wellbeing of owners/guests and associates.   
  • Manages all loss prevention operations to include but not limited to patrol process, emergency response, investigations (e.g., initial - follow up) for all owner/guest and associate related incidents, shipping and receiving process (makes recommendations for improvement), electronic key system and manager on duties responsibilities.   
  • Manages and guides the efforts of the Accident Prevention Committee.   
  • Manages first aid program for owners/guests and associates. 
  • Communicates the importance of safety procedures, detailing procedure codes, ensuring associates understanding of safety codes, monitoring processes and procedures related to safety.   
  • Analyzes information and evaluating results to choose the best solution and solve problems.  
  • Develops liaison with local law enforcement and emergency services.   
  • Informs and/or updates the executives and peers on relevant information in a timely manner. 
  • Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.   
  • Provides personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.   
  • Performs other duties, as assigned, to meet business needs.     

Maintaining Guest Services and Front Desk Goals

•Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

•Develops specific goals and plans to prioritize, organize, and accomplish your work.

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

•Assists with energy conservation efforts by monitoring compliance during property tours.

Supporting Projects and Policies Related to Guest Experience and Safety

•Supports implementation of the customer recognition/service program, communicating and ensuring the process.

•Sends copy of MOD report to all departments on a daily basis.

•Ensures compliance with all policies, standards, and procedures.

•Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

•Understands and complies with loss prevention policies and procedures.

Ensuring and Providing Exceptional Customer Service

•Provides services that are above and beyond for customer satisfaction and retention.

•Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

•Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.

•Serves as a leader in displaying outstanding hospitality skills.

•Sets a positive example for guest relations.

•Empowers employees to provide excellent customer service.

•Observes service behaviors of employees and provides feedback to individuals.

•Maintains high visibility in public areas during peak times.

•Provides immediate assistance to guests as requested.

•Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.

•Records guest issues in the guest response tracking system.

•Reviews comment cards and guest satisfaction results with employees.

•Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing and Conducting Human Resource Activities 

•Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

•Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

•Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

Additional Responsibilities  

•Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

•Analyzes information and evaluating results to choose the best solution and solve problems.

•Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.

•Maintains a bold 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.

•Communicates any variations to the established norms to the appropriate department in a timely manner.

•Participates as needed in the investigation of employee and guest accidents.

•Performs Front Desk duties in high demand times.



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