Posted on: June 26, 2022
Job Number 22078799
Job Category Rooms & Guest Services Operations
Location Residence Inn Alexandria Old Town/Duke Street, 1456 Duke
Street, Alexandria, Virginia, United States
Brand Residence Inn
Position Type Management
Located Remotely? N
Residence Inn by Marriott helps guests thrive while on long stays
so they can perform at their best. Spacious suites with full
kitchens offer the comforts of the modern home, while employees
provide service with a human touch to business and leisure
travelers alike. Working at Residence Inn, you will build
relationships grounded in team work and experience the legendary
Residence Inn service culture which focuses on delivering against
the unique needs of long stay guests. Find Your World at Residence
Inn by Marriott.
Gatehouse & Events
Supports property operations, 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 service issues.
Education and Experience
High school diploma or GED; 1 year experience in the guest
services, front desk, or related professional area.
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
Supporting 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
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages employees. Supports day-to-day operations.
Understands employee positions well enough to perform duties in
Celebrates successes and publicly recognizes the contributions of
Establishes and maintains open, collaborative relationships with
employees and ensures employees do the same within the team.
Supporting Guest Services and Front Desk Goals
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.
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.
Understands budgets, operating statements and payroll progress
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.
Supports day-to-day operations, ensuring the quality, standards and
meeting the expectations of the customers on a daily basis.
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
Strives to improve service performance.
Provides immediate assistance to guests as requested.
Ensures employees understand customer service expectations and
Participates in the implementation of corrective action plans to
improve guest satisfaction.
Supporting Implementation 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
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
Participates in the employee performance appraisal process,
providing feedback as needed.
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,
Performs Front Desk duties in high demand times.
Marriott International is an equal opportunity employer. We believe
in hiring a diverse workforce and sustaining an inclusive,
people-first culture. We are committed to non-discrimination on any
protected basis, such as disability and veteran status, or any
other basis covered under applicable law.
Keywords: Marriott, Alexandria , Operations Manager, Executive , Alexandria, Virginia
Didn't find what you're looking for? Search again!