Guest Service Officer

Description

Additional Information: This hotel is owned and operated by an independent franchisee HMI Hotel Group. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.

Our jobs arent just about giving guests a smooth check-in and check-out. Instead we want to build and experience that is memorable and unique. Our Guest Service Officers take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs addressing guest requests completing reports or sharing the highlights of the local area the Guest Service Officer makes transactions feel like part of the experience.

Education and Experience

Diploma or Bachelors degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major; 3 years of work experience with international hotel brands

Proficiency in English is a must; Japanese is advantageous.

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.

This company is an equal opportunity employer.

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Required Experience:

Unclear Seniority

Employment Type : Full-Time
Experience: years
Vacancy: 1