Marriott International Incorporated

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Franchised Guest Services Manager

at Marriott International Incorporated

Posted: 5/15/2019
Job Status: Full Time
Job Reference #: 19001CX3
Keywords: hospitality, hotel

Job Description

Posting Date May 07, 2019
Job Number 19001CX3
Job Category Property Leadership
Location Aloft Tulsa Downtown, 200 Civic Center, Tulsa, Oklahoma, United States VIEW ON MAP
Brand Aloft Hotels
Schedule Full-time
Relocation? Yes
Position Type Management

Start Your Journey With Us

Thank you for your interest in this position. It is a job opportunity with one of Marriott International’s franchisees.

 

Please apply via e- mial : alison@aloftdowntowntulsa.com


Additional Information: This hotel is owned and operated by an independent franchisee, Brickhugger, LLC. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

 

Job Description


Aloft Tulsa Downtown is looking for a Guest Services Manager to join our Sassy & Savvy team! Designed for vibrant global Talent, Aloft creates possibilities and talent thrives with our open spaces and open thinking. Style is necessary, social scenes are vibrant, and the only direction is forward. At Aloft we are different. By design.

 

Our hotel pours new life into the historic City Hall building in the heart of Downtown Tulsa. Renovations on the fun, bright space were completed in 2013. Upon completion we became one of few Aloft Hotels created in renovated spaces.

 

Just a moments walk to the BOK and the COX business center we are in the prime location to cater to a younger, more tech savvy traveler. Come join us and be a part of the #AloftLive crew.

 
 
Job Requirements:

  • Excellent interpersonal and communication skills; phone skills, customer service oriented, proactive and a team player
  • Ensures all staff members are aware of what the guest knows in regards to external communication from Marriott
  • Drives communication between departments by becoming familiar with what is going on in all departments within the hotel
  • Facilitates and encourages cross training amongst departments
  • Ensures seamless guest experience by fostering cooperation between departments
  • Maintains all guest experience tools and communication including oversight of guest comment cards, on-line reviews and responses (TripAdvisor, Guest Voice, etc.).  May train staff to manage these daily functions
  • Trains associates to gather guest preferences, create tracking system and maintain information
  • Handles confidential situations in a professional manner
  • Understands guest service needs and exceeds their expectations
  • Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints, assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in house events, directions, etc.  Responds to all guests requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices
  • Processes packages, faxes, messages and mail which may be either outgoing or incoming in an accurate and timely manner.
  • Handles guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner
  • Pre-registers and blocks reservations and takes same day reservations and when necessary future reservations following hotel rate structures, discounts and sell strategies
  • Cancels room reservations according to hotel & Marriott procedures
  • Walks customers in a professional and courteous manner according to Marriott procedures
  • Stores and retrieves guest luggage and packages
  • Provides basic trouble shooting support for in-room services such as Internet, TV movies, games and Web services
  • Welcomes all guests and assists patrons into the hotel and help with any special arrangements
  • Provides detailed in-room orientation
  • Leads team to deliver intuitive service
  • Highly organized and has the ability to plan multiple activities and meet deadlines with the ability to maintain a positive and professional demeanor at all times
  • Makes learning an ongoing part of the hotel culture. Training should focus on the guest experience and inner department best practices.
  • Prepares for departmental pre-shift huddles or briefings by giving them culture training topics and pertinent hotel information
  • Understands the budget process
  • Interviews, trains and schedules the Front Office team.  Supervises the day-to-day performance of the team. Coaches associates to achieve all hotel fundamentals.  Conducts performance reviews and disciplines associates as needed
  • Fluency in English both verbally and non-verbally
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/fundamentals
  • Works harmoniously and professionally with coworkers and supervisors
  • Assists with responsibilities and duties in the absence or heavy volume in other departmentsExcellent knowledge of all departments internally
  • Excellent knowledge of all departments internally
  • Active participant in recruitment, coaching, training, development, performance reviews, discipline of staff
  • Proactive communicator, active problem solver
  • Performs standards tests as required
  • Able to meet tight deadlines while working in a very fast paced environment and under considerable stress

Additional Requirements:

  • Willing to work a flexible schedule in order to accomplish all required tasks
  • Work in a safe, prudent and highly organized manorWork with integrity, confidentiality and discretion
  • Work in a safe, prudent and highly organized manor
  • Superior oral, written and computer skills
  • Guide and monitor business ethics and good business practice                Conduct self in a most professional manner at all times to reflect the hotel and Marriott standards
  • Conduct self in a most professional manner at all times to reflect the hotel and Marriott standards
  • Highly organized and has the ability to plan multiple activities and meet deadlines with the ability to maintain a positive and professional demeanor at all times
  • Participate in Lobby Duty Program & Daily Sound-check program
  • Available to cross train as directed

Teamwork:

  • Maintain a good working relationship with other associates by promoting teamwork and fostering a harmonious working climate

Standards:

  • Able to work alone without direct supervision
  • Demonstrate high degree of drive and determination
  • Constantly recommend service and product improvement to better the operation
  • Keep the work area clean and tidy at all times
  • Attend all required meetings
  • Follow proper payroll and uniform procedures
  • Properly handle and report associate and guest accidents
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
  • Assist with responsibilities and duties in other departments and as assigned by management
  • Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel

Educational Requirements:

  • 4 year college degree preferred                
  • A minimum of 2 years customer service management experience preferred
  • A minimum of 2 years customer service management experience preferred
  • Must be proficient in Word, Excel and other applicable computer systems

Work Environment:

  • Standard office and hotel setting
  • Professional, passionate and positive work environment
  • Bending/kneeling required 50% of shift
  • Mobile position required 100% of the time
  • Valid drivers license may be required.  May need to move cars on the driveway or to the garage.Computer use 75% of the time
  • Computer use 75% of the time


Sensory:         

  • Excellent sight and balance needed for negotiating varied floor surfaces, handling lighted candles, and handling hot fluids (coffee and tea)
  • Excellent speech and hearing to interact with guest
  • Excellent sight for completion of paperwork

 

This company is an equal opportunity employer.

 

 

 

 

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