Guest Services Manager

hace 2 días

San José, Costa Rica Marriott Worldwide A tiempo completo

**Job Number** 22156473

**Job Category** Rooms & Guest Services Operations

**Location** Solaz a Luxury Collection Resort Los Cabos, KM 18.5 Carretera Transpeninsular CSL-SJC Access B, San Jose del Cabo, Baja California Sur, Mexico VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

**CORE WORK ACTIVITIES**

**Leading Guest Services Teams**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and building mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Supervises Concierge and/or Bell Staff, when applicable.

**Maintaining Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Observes service behaviors of employees and ensures that all uniformed employees are properly attired and groomed, each wearing a nametag.
- Assists with energy conservation efforts by monitoring compliance during property tours.

**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
- Sends copy of MOD report to all departments on a daily basis.
- Ensures compliance with all policies, standards and procedures.
- Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Understands and complies with loss prevention policies and procedures.

**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Maintains high visibility in public areas during peak times.
- Provides immediate assistance to guests as requested.
- Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Records guest issues in the guest response tracking system.
- Reviews comment cards and guest satisfaction results with employees.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

**Managing and Conducting Human Resource Activities**
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

**Additional Responsibilities**
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
- Communicates any variations to the established norms to the appropriate department in a timely

  • Operations Manager

    hace 3 días

    San José, San José, Costa Rica Marriott Worldwide A tiempo completo

    Job Summary:We are seeking an experienced Operations Manager to lead our Guest Services team at Courtyard by Marriott. As a key member of our operations department, you will be responsible for assisting in the successful execution of all hotel operations and managing staff.About the Role:Lead the Guest Services team in meeting or exceeding property...

  • Guest Services Manager

    hace 22 horas

    San José, Costa Rica Tcs Expeditions A tiempo completo

    **About Us**:TCS World Travel is part of the Travelopia group, which is one of the world's leading specialist travel groups providing customers with a diverse range of unique travel experiences.This includes adventure travel, safaris, private jet and polar expeditions, tailor-made luxury holidays, yacht and river boat charter holidays, educational and...

  • Asstmgr-Guest Services

    hace 22 horas

    San José, Costa Rica Marriott Worldwide A tiempo completo

    **Job Number** 22123543**Job Category** Rooms & Guest Services Operations**Location** Zadun a Ritz-Carlton Reserve, Boulevard Mar de Cortez, San Jose del Cabo, Baja California Sur, Mexico VIEW ON MAP**Schedule** Full-Time**Located Remotely?** N**Relocation?** N**Position Type** Management**JOB SUMMARY**Serves as the property Manager on Duty and oversees all...

  • Guest Services Manager, Pct

    hace 23 horas

    San José, Costa Rica Tcs Expeditions A tiempo completo

    **About Us**:TCS World Travel is part of the Travelopia group, which is one of the world's leading specialist travel groups, providing customers with a diverse range of unique travel experiences.This includes adventure travel, safaris, private jet and polar expeditions, tailor-made luxury holidays, yacht and river boat charter holidays, educational and...

  • Agent-Guest Services

    hace 22 horas

    San José, Costa Rica Marriott Worldwide A tiempo completo

    **Job Number** 22120725**Job Category** Rooms & Guest Services Operations**Location** Zadun a Ritz-Carlton Reserve, Boulevard Mar de Cortez, San Jose del Cabo, Baja California Sur, Mexico VIEW ON MAP**Schedule** Full-Time**Located Remotely?** N**Relocation?** N**Position Type** Non-Management***Process all guest check-ins, check-outs, room assignments, and...

  • Guest Services Agent

    hace 1 día

    San José, Costa Rica Neighborhood Hosts A tiempo completo

    **About Us**We are a hotel and airbnb management company headquartered in NYC, with a work from home team split around the globe (we were working from home before it was the trend!:- ) ).Founded in 2015, we weathered the pandemic and are again starting to grow!**Looking For**We are looking for a rockstar team member to fill out our guest and booking services...

  • Guest Services Lead

    hace 1 día

    San Francisco, Heredia, Costa Rica Marriott International, Inc A tiempo completo

    Job OverviewWe are seeking a skilled Guest Services Lead to join our team at Marriott International. In this role, you will be responsible for ensuring that every guest feels welcome and valued.

  • Luxury Guest Services Director

    hace 5 días

    San José, San José, Costa Rica Tcs Expeditions A tiempo completo

    About Us:Tcs Expeditions is a pioneering luxury travel company, renowned for crafting unparalleled journeys to the world's most captivating destinations. With over 30 years of experience, we have developed and operated over 300 expeditions to more than 200 unique locations, delivering exceptional and significant experiences to our discerning guests.Our...

  • Operational Supervisor

    hace 7 días

    San José, San José, Costa Rica Marriott Worldwide A tiempo completo

    Job OverviewWe are seeking a highly skilled Operational Supervisor to join our team at Courtyard San Jose Escazu. As a key member of our Rooms and Guest Services Operations, you will be responsible for ensuring a smooth and productive stay for our guests.ResponsibilitiesComplete designated cashier and closing reports in the computer system.Review shift...

  • Guest Service Professional

    hace 3 días

    San José, San José, Costa Rica Hotel De Anza A tiempo completo

    About UsHotel De Anza is a renowned hospitality establishment that prides itself on delivering exceptional guest experiences. Our team of dedicated professionals works tirelessly to ensure that every guest feels welcome and valued.Job DescriptionWe are currently seeking a highly skilled Guest Service Professional to join our front office team. As the face of...

  • Mgr-guest Relations

    hace 6 días

    San José, Costa Rica Marriott Worldwide A tiempo completo

    **Job Number** 22129975 **Job Category** Rooms & Guest Services Operations **Location** Zadun a Ritz-Carlton Reserve, Boulevard Mar de Cortez, San Jose del Cabo, Baja California Sur, Mexico VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Supports all property operations,...

  • Front Desk Coordinator

    hace 3 días

    San José, San José, Costa Rica Marriott Worldwide A tiempo completo

    **Job Overview**We are seeking a detail-oriented and organized Front Desk Coordinator to join our team at Marriott Worldwide. This role is perfect for someone who enjoys working in a fast-paced environment and providing exceptional guest service.**Key Responsibilities:**Assign rooms according to guest preferences whenever possiblePre-register designated...

  • Housekeeping and Guest Services Expert

    hace 1 día

    San José, San José, Costa Rica Marriott International, Inc A tiempo completo

    **Job Overview**At Marriott International, Inc., we are seeking a skilled Housekeeper-Camarera Temporal to join our team. This is a full-time position that requires excellent communication skills, attention to detail, and a passion for delivering exceptional guest experiences.**Key Responsibilities**Respond promptly to requests from guests and other...

  • Specialist-guest Experience

    hace 3 días

    San José, Costa Rica Marriott International, Inc A tiempo completo

    **Job Number** 23013245 **Job Category** Rooms & Guest Services Operations **Location** AC Hotel San Jose Escazu, Avenida Escazu, Escazu, San Jose, Costa Rica **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we...

  • Guest Experience Supervisor

    hace 22 horas

    San José, Costa Rica Marriott Worldwide A tiempo completo

    **Job Number** 22122484**Job Category** Rooms & Guest Services Operations**Location** Costa Rica Marriott Hotel Hacienda Belen, P. O.Box 502-4005, San Jose, Costa Rica, Costa Rica VIEW ON MAP**Schedule** Full-Time**Located Remotely?** N**Relocation?** N**Position Type** Non-Management***Process all guest check-ins, verifying guest identity, form of payment,...

  • Specialist-Guest Experience

    hace 18 horas

    San José, Costa Rica Marriott International, Inc A tiempo completo

    **Job Number** 23013245**Job Category** Rooms & Guest Services Operations**Location** AC Hotel San Jose Escazu, Avenida Escazu, Escazu, San Jose, Costa Rica**Schedule** Full-Time**Located Remotely?** N**Relocation?** N**Position Type** Non-Management***Our jobs aren't just about giving guests a smooth check-in and check-out.Instead, we want to build and...

  • Guest Experience Expert

    hace 7 días

    San José, Costa Rica Marriott Worldwide A tiempo completo

    **Job Number** 22166915 **Job Category** Rooms & Guest Services Operations **Location** Residence Inn San Jose Escazu, Ave. Escazu Complex Prospero Fernandez Hwy, San Jose, Costa Rica, Costa Rica VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a...

  • Guest Experience Host

    hace 2 días

    San José, San José, Costa Rica Marriott International, Inc A tiempo completo

    Job Overview: As a Guest Experience Host, you will deliver exceptional and personalized experiences for our guests by providing top-notch services throughout their stay. Your role includes checking guests in and out, addressing requests, and sharing insider knowledge about the local area.Main Responsibilities include creating a safe working environment,...

  • Guest Experience Expert

    hace 1 día

    San José, Costa Rica Marriott International, Inc A tiempo completo

    **Job Number** 23051830 **Job Category** Rooms & Guest Services Operations **Location** AC Hotel San Jose Escazu, Avenida Escazu, Escazu, San Jose, Costa Rica **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we...

  • Guest Experience Expert

    hace 23 horas

    San José, Costa Rica Marriott International, Inc A tiempo completo

    **Job Number** 23204762**Job Category** Rooms & Guest Services Operations**Location** Residence Inn San Jose Escazu, Ave. Escazu Complex Prospero Fernandez Hwy, San Jose, Costa Rica, Costa Rica VIEW ON MAP**Schedule** Full-Time**Located Remotely?** N**Relocation?** N**Position Type** Non-Management***Our jobs aren't just about giving guests a smooth check-in...