Manager - Guest Relations

About the role

This full-time management position supports all property operations at a JW Marriott hotel in Fes, Morocco, ensuring the highest levels of hospitality and service. The manager directs guest inquiries in the lobby, tracks and resolves service issues and supervises staff. The hotel is part of Marriott International's luxury JW portfolio.

Key responsibilities

• Manage guest services and front desk operations, supervise employees and step into their place when needed
• Handle complaints, disputes and grievances, and negotiate with guests and staff
• Support the customer recognition/service program and regular inspection tours of the facility for appearance, safety, staffing, security and maintenance
• Ensure compliance with policies, standards and procedures, and implement emergency plans and loss prevention procedures
• Deliver exceptional customer service, coach staff, record guest issues and review comment cards and satisfaction results
• Identify training needs, mentor staff, help with interviewing and hiring, and set performance standards
• Keep supervisors, executives and departments informed, maintain strong cross-department relationships and act as a front desk operator during peak times

Required profile

• High school diploma or GED, with 1 year of guest services, front desk or related experience
• OR a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration or a related major, with no work experience required
• Leadership, communication and interpersonal skills, with honesty and integrity