Guest Experience Manager
No salary listed
Junior, Mid
Associate's
Malaysia
In Person
Food Service & HospitalityHotel Guest Services
About the job
Requirements
- A high school diploma or GED and two years of experience in guest services, front desk, or a related professional area; alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major with no work experience required.
Responsibilities
- Serve as the property Manager on Duty and oversee property operations, ensuring high levels of hospitality and service.
- Represent property management in resolving guest-related situations, manage questions, and direct guests within the lobby.
- Serve as Guest Relations Manager and track service issues.
- Lead, influence, and encourage others while advocating sound financial and business decision-making, honesty, integrity, and role-model behaviors.
- Build mutual trust, respect, and cooperation among team members; recognize team contributions and maintain collaborative employee relationships.
- Supervise and manage employees, manage day-to-day operations, and understand employee positions well enough to perform their duties in their absence.
- Develop goals and plans to prioritize, organize, and accomplish work.
- Handle complaints, settle disputes, resolve grievances and conflicts, or negotiate with others.
- Maintain relationships with all departments to support property operations and goals and expedite resolution of problems.
- Intervene in guest or employee situations to maintain property integrity, guest satisfaction, and employee well-being.
- Communicate business objectives and expectations to employees, recognize performance, and produce desired results.
- Understand budgets, operating statements, and payroll progress reports to assist with departmental financial management.
- Provide services that exceed customer expectations and support customer satisfaction and retention.
- Improve service by communicating guest needs and providing guidance, feedback, and individual coaching.
- Manage daily operations to ensure quality, standards, and customer expectations are met.
- Respond to guest problems and complaints, provide assistance, and demonstrate hospitality and guest-relations skills.
- Empower employees to provide excellent customer service, observe their service behaviors, and provide feedback.
- Participate in developing and implementing corrective action plans to improve guest satisfaction.
- Implement customer recognition and service programs and communicate and ensure adherence to the process.
- Administer property policies fairly and consistently and ensure disciplinary procedures and documentation comply with Standard and Local Operating Procedures and support the Peer Review Process.
- Manage payroll administration.
- Identify developmental needs and coach, mentor, or otherwise help others improve their knowledge or skills.
- Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Participate in employee progressive discipline procedures and use available on-the-job training tools.
- Solicit employee feedback, use an open-door policy, and review employee satisfaction results to identify and address employee concerns.
- Supervise ongoing training initiatives and conduct training when appropriate.
- Participate in employee performance appraisals and provide feedback as needed.
- Provide information to supervisors, coworkers, and subordinates by telephone, in writing, by email, or in person.
- Analyze information and evaluate results to choose solutions and solve problems.
- Update executives, peers, and subordinates on relevant information in a timely manner.
- Maintain visibility in public areas during peak times.
- Understand and implement emergency plans for accidents, deaths, elevator incidents, thefts, violent crimes, bombs, and fires.
- Perform Front Desk duties during periods of high demand.
About the company
Marriott International manages and franchises hotels and resorts for leisure and business travelers, with brands spanning luxury stays, select-service hotels and extended visits. Its portfolio includes The Ritz-Carlton, Sheraton and Courtyard, giving hotel owners different formats for serving guests. Most properties belong to third-party owners: Marriott earns management fees tied to hotel revenue and profit, or franchise royalties for use of its brands and systems, while owning or leasing a small share itself. The company also licenses its names for branded residences and vacation ownership properties. With operating roots dating to 1927, Marriott is headquartered in Bethesda, Maryland.
Company Size
10,001+
Company Stage
IPO
Headquarters
Bethesda, Maryland
Founded
1927
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Simplify's Take
What believers are saying
- Graduates get management training: Marriott's paid Voyage program lasts 12-18 months and includes departmental rotations at managed hotels.
- Long service earns travel rewards: eligible associates at Marriott-managed locations receive complimentary rooms after 25 years.
- Marriott earns beyond hotel stays: Chase and American Express co-branded cards generate fees linked to customer spending.
What critics are saying
- Security teams face mandated scrutiny: Marriott's FTC order requires independent assessments every two years for 20 years.
- Headquarters work requires office attendance: Marriott's HQ listing specifies regular in-person presence, including nearby candidates in remote roles.
- Franchise roles have separate employment terms: Marriott's HR conditions assign employment decisions solely to franchisees or their management companies.
What makes Marriott International unique
- MGM broadens casino resort access: Bonvoy members earn and redeem points at participating MGM Collection destinations.
- Autograph marks independent hotels individually: each joining property receives a unique number designed to reflect its personality.
- Business travel extends beyond rooms: Business Access by Marriott Bonvoy combines hotel, flight, rail and car booking.
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Benefits
- Paid Holidays
- Meal Benefits
- Mental Health Support
- Professional Development Budget