Manager - Guest Relations

About the role

Marriott Hotels & Resorts is looking for a Manager - Guest Relations in Fes. The role supports all property operations so that the highest levels of hospitality and service are provided, manages the flow of questions and directs guests in the lobby, and helps track and resolve service issues.

Key responsibilities

• Manage guest services and front desk operations, supervise staff and act as a role model
• 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, and ensure compliance with policies, standards and emergency plans
• Provide exceptional customer service, record guest issues in the guest response tracking system, review comment cards and satisfaction results, and coach employees
• Help identify development needs, set performance standards, and assist with interviewing and hiring
• Perform front desk duties during high-demand periods and stay visible in public areas at peak times

Required profile

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