Manager - Guest Relations

About the role

JW Marriott is hiring a Manager - Guest Relations in Fes, Morocco, in its Rooms & Guest Services Operations category. The role supports all property operations so that the highest levels of hospitality and service are delivered, manages the flow of questions and directs guests in the lobby, and helps track and resolve service issues. It is a full-time management position.

Key responsibilities

• Manage guest services and front desk operations, supervise staff and act as a role model for behaviour and teamwork
• Run day-to-day operations to meet customer expectations, handle complaints and disputes, and support energy conservation during property tours
• Support the customer recognition/service program, regular inspection tours of the facility, and compliance with policies, standards and emergency plans
• Deliver exceptional customer service, coach employees, record guest issues in the guest response tracking system and review comment cards and satisfaction results
• Identify staff development needs, mentor and coach, and assist with interviewing and hiring
• Communicate with supervisors, colleagues and executives, maintain strong relationships across departments, and perform front desk duties during peak times

Required profile

• High school diploma or GED, with 1 year of experience in guest services, front desk or a related field
• OR 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