Manager - Guest Relations

About the role

This full-time management position supports all property operations at a JW Marriott in Fes, ensuring the highest levels of hospitality and service. The manager manages the flow of questions, directs guests in the lobby, and supports the tracking and resolution of service issues.

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 resolve conflicts
• Support the customer recognition/service programme, inspection tours and compliance with policies, standards and emergency plans
• Deliver exceptional customer service, coach staff, record guest issues and review comment cards and satisfaction results
• Identify staff development needs, mentor and help hire new team members
• Communicate with supervisors, colleagues and executives, maintain strong links with all departments and assist in investigating accidents
• Perform front desk duties during periods of high demand

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 in Hotel and Restaurant Management, Hospitality, Business Administration or a related major, with no work experience required