Manager - Guest Relations

About the role

JW Marriott is hiring a Manager - Guest Relations for its hotel in Fes, Morocco. 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 programme, regular inspection tours of the facility, and compliance with policies, standards and emergency plans
• Deliver exceptional customer service, coach staff, record guest issues in the guest response tracking system, review comment cards and satisfaction results, and maintain high visibility in public areas during peak times
• Identify staff development needs, mentor and coach, and assist with interviewing and hiring
• Communicate with supervisors, colleagues and executives, analyse information to solve problems, and help investigate employee and guest 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 from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or a related major, with no work experience required