Guest Relations Manager - Marriott Crabtree, Raleigh, NC

Guest Relations Manager Starting at $47,000 - Marriott Crabtree, Raleigh, NC

Join to apply for the Guest Relations Manager Starting at $47,000 - Marriott Crabtree, Raleigh, NC role at Concord Hospitality Enterprises

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Join to apply for the Guest Relations Manager Starting at $47,000 - Marriott Crabtree, Raleigh, NC role at Concord Hospitality Enterprises

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We are hiring a Guest Relations Manager! Full time, Starting at $47,000, must have availability to work all shifts.

We are looking for associates and Leaders that have a passion to serve others! Working at the front desk means you are at the hub of the hotel with the most interaction with our guests as the front desk supervisor you are the one that brings this group to a cohesive team focused on providing our guests excellent service while maintaining all brand standards and Concord standards.

Your role is key to the overall experience the guest will have. Your keen sense of being proactive, responsive and caring will make all the difference. If you enjoy engaging with others, leading a team and have a winning personality and high sense of responsibility – this role is perfect for you! We have a great company culture at Concord Hospitality where everyone is valued and treated with respect.

Many of our Guest Relation Managers (or FOMs) advance in a couple years to Assistant General Manager roles!

The Guest Services Manager/Front Office Manager is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow.

• Maintains guest service as the driving philosophy of the hotel.
• Personally demonstrates a commitment to guest services in responding promptly to guest needs.
• Is committed to making every guest satisfied.
• Ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards.
• Develops added value customer service programs.
• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
• Meets or exceeds hotel guest satisfaction measures.
• Ensures hotel standards and services contribute to the delivery of consistent guest service.

• Acts as manager on duty for hotel and manages front desk operations.
• Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.
• Leads and assists in Revenue Management functions as requested. Actively participates in conference calls with Corporate Management and any calls with brand revenue management centers.
• Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.
• Produce accurate financial reports on time.
• Works with the General Manager and Sales Manager / DOS to generate new business ideas to increase sales, set up rate codes and input rooming lists.

• Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk workforce.
• Maintains a positive, cooperative work environment between staff and management.
• Emphasizes employee selection, training and development as a way of doing business.
• Ensures all hotel employees know hotel objectives.
• Ensures personnel files are accurate and comply with both local and federal laws and regulations.
• Administers personnel policies fairly and consistently.
• Resolves employee grievances in a fair and timely manner.
• Ensures employees understand policies, pay procedures, bonus plans and benefits.
• Helps develop management talent by acting as a mentor for direct reports.
• Ensures completion of training objectives and development plans.
• Monitors and maintains acceptable turnover levels.