Mailani Guest Experience Manager 180038YJ

Mailani Guest Experience Manager 180038YJ

Here s To Your Journey with The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world s most enriching and desirable destination experiences. Our mission is to guide our guests these seasoned travelers on transformative journeys that touch their spirits enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine personalized and anticipatory service then we invite you to join us on our journey and explore a career with The Luxury Collection. The The Royal Hawaiian a Luxury Collection Resort Waikiki located at 2259 Kalakaua Ave Honolulu HI 96815 is currently hiring a Mailani Guest Experience Manager. Responsibilities include Serves as the property Manager on Duty and oversees all property operations ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues. CANDIDATE PROFILE Education and Experience High school diploma or GED 2 years 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 Leading Guest Services 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 employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees absence. Celebrates successes and publicly recognizes the contributions of team members. Establishes and maintains open collaborative relationships with employees and ensures employees do the same within the team. Maintaining Guest Services and Front Desk Goals Develops specific goals and plans to prioritize organize and accomplish your work. Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others. Maintains a strong 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. Intervenes in any guest employee situation as needed to insure the integrity of the property is maintained guest satisfaction is achieved and employee well being is preserved. Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations recognizes performance and produces desired results. Comprehends budgets operating statements and payroll progress reports as needed to assist in the financial management areas of department. Ensuring 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. Manages day-to-day operations ensuring the quality standards and meeting the expectations of the customers on a daily basis. Serves as a leader in displaying outstanding hospitality skills. Sets a positive example for guest relations. Responds to and handles guest problems and complaints. Empowers employees to provide excellent customer service. Observes service behaviors of employees and provides feedback to individuals. Strives to improve service performance. Provides immediate assistance to guests as requested. Ensures employees understand customer service expectations and parameters. Participates in the development and implementation of corrective action plans to improve guest satisfaction. Implementing Projects and Policies Implements the customer recognition service program communicating and ensuring the process. Ensures property 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. Manages payroll administration. 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. Participates in employee progressive discipline procedures. Uses all available on the job training tools for employees. Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns. Supervises on-going training initiatives and conducts training when appropriate. Participates in the employee performance appraisal process providing feedback as needed. 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 updates the executives the peers and the subordinates on relevant information in a timely manner. Maintains high visibility in public areas during peak times. Understands and can implement all emergency plans including accident death elevator thefts vicious crimes bombs fire etc. Performs Front Desk duties in high demand times. To apply now go to s jobs.marriott.com marriott jobs 180038YJ %3Flang en-us Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine DiversityInc and Great Places to Work Institute among others. Visit www.marriott.com careers to learn more about our workplace culture and career opportunities. Chat engage and follow us on social media. FacebookTwitterLinkedInInstagram(at)lifeatmar riott on Snapchat. So we ask where will your journey take you Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability veteran status or any other basis protected under federal state or local laws.