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Assistant Guest Experience Manager

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Hospitality & Retail
  • Barcelona

AI generated summary

  • You need a high school diploma or GED and 1 year of experience in guest services or related areas, or 2 years of experience without a diploma.
  • You will monitor guest feedback, manage relations, lead service improvement initiatives, resolve issues, conduct inspections, ensure staff performance, and oversee pre-arrival processes.

Requirements

  • • High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.
  • OR
  • • 2

Responsibilities

  • Responsible for supporting the resort operation in the role of Manager on Duty for driving Owner and Guest Relations at the resort, and for analyzing key metrics to help improve overall guest satisfaction.
  • Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction.
  • Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction.
  • Communicates trends in data to resort leaders.
  • Engages all departments in resort operations to ensure plans and actions are in place and current in order to meet the needs and expectations of Owners and Guests.
  • Acts as the “Service Champion” for the resort and seeks out opportunities to enhance the guest experience in all areas of the resort.
  • Manages the Guest Relations function and partners with GM, Leadership team and managers to address, respond and resolve all guest issues while guests are still in-house.
  • Supports operations of resort by managing owner and guest relations, and analyzes key metrics to help improve overall guest satisfaction.
  • Assists the GM & Director of Operations in resolving and responding to guest issues received through correspondence or submitted through Owner Services, the Guest Satisfaction Survey, the Customer Relations and Communications group or the Guest Relations group.
  • Follows-up with guests who expressed a concern/issue to ensure complete satisfaction; composes response letters and tracks in the appropriate system(s).
  • Performs daily resort inspections to include a combination of common areas, amenities, outlets, and guest units.
  • Documents the condition of these areas and shares with appropriate leadership.
  • Coordinates Manager on Duty efforts for the entire week ensuring the resort has proper coverage on all shifts throughout the week.
  • Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction.
  • Communicates trends in data to resort leaders.
  • Develops and maintains action plans for addressing trends in guest/customer relations issues and assists in monitoring the progress of various departments.
  • Actively participates in resort initiatives to reduce guest “problems” and drives improved problem resolution.
  • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • Reviews all Guest Compensation awarded and works to mitigate financial exposure to the COA and the organization.
  • Engages all departments in resort operations to ensure plans and actions are in place and current in order to meet the needs and expectations of Owners and Guests.
  • Improves service by communicating with and assisting associates to understand guest needs, and by providing guidance, feedback, and individual coaching when needed.
  • Acts as the “Service Champion” for the resort and seeks out opportunities to enhance the guest experience in all areas of the resort.
  • Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere.
  • Strives to improve service performance in all departments.
  • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
  • Responds to and handles guest problems and complaints.
  • Observes service behaviors of employees and provides feedback to individuals and/or managers.
  • Identifies the developmental needs of others and coaches others to improve their knowledge or skills.
  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Assists in the interviewing and hiring of employee team members as needed.
  • 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 builds mutual trust, respect, and cooperation among team members.
  • Supervises and manages select employees.
  • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
  • Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
  • Celebrates successes and publicly recognizes the contributions of team members.
  • Facilitates various training activities such as Service Excellence, ADA, New Hire Orientation, etc.
  • Develops the resort’s Pre-arrival call process consistent with the company’s expectations.
  • Manages the Pre-arrival process on an ongoing basis.
  • Performs special projects as designated by the General Manager and/or Director of Operations.
  • Reviews all planned projects to determine the potential impact of a project to the guest experience and develops plans to mitigate unfavorable encounters for guests resulting from the work.
  • Informs and/or updates executives, peers and subordinates on relevant guest relations information in a timely manner.
  • Identifies and analyzes guest relations challenges and facilitates the development of solutions to prevent reoccurrence.

FAQs

What is the job title for this position?

The job title is Assistant Guest Experience Manager.

Where is the job located?

The job is located at Hotel Arts Barcelona, Marina 19-21, Barcelona, Spain.

What are the primary responsibilities of the Assistant Guest Experience Manager?

The primary responsibilities include managing guest relations, analyzing guest satisfaction metrics, addressing guest issues, performing resort inspections, and acting as the "Service Champion" for the resort.

What qualifications are required for this position?

Candidates need either a high school diploma with 1 year of experience in guest services or a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.

What skills are essential for this role?

Essential skills include strong communication, leadership, problem-solving, customer service, and the ability to analyze data.

How does this position contribute to guest satisfaction?

This position monitors guest feedback, identifies trends in customer experiences, develops action plans, and engages departments to enhance the overall guest experience.

What type of work schedule is expected for this role?

The position is full-time, requiring management coverage throughout the week.

Does the Assistant Guest Experience Manager interact with guests directly?

Yes, the role involves direct interaction with guests to address concerns and ensure their satisfaction during their stay.

Is prior hospitality management experience required?

While not explicitly required, candidates with experience in guest services or hospitality management will have an advantage.

Are there opportunities for career development within this role?

Yes, the position offers opportunities for coaching, mentoring, and participation in various training activities, contributing to career growth within the organization.

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.