Additional InformationJob Number 26125074
Job Category Rooms & Guest Services Operations
Location Ras Abu Abboud Street, PO Box 26662, Doha 26662, QatarVIEW ON MAP
Schedule Full Time
Located Remotely? N
Position Type Management
Job SummaryServes 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 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 PROFILEEducation 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 ACTIVITIESLeading 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 builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Celebrates successes and publicly recognizes the contributions of team members.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Maintaining Guest Services and Front Desk Goals
- * 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.
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- 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.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
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.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Responds to and handles guest problems and complaints.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Strives to improve service performance.
- Provides immediate assistance to guests as requested.
- Ensures employees understand customer service expectations and parameters.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.
Implementing Projects and Policies
- * Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
- Manages payroll administration.
Conducting Human Resource Activities
- * Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Participates in employee progressive discipline procedures.
- Uses all available on the job training tools for employees.
- Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Supervises on-going training initiatives and conducts training when appropriate.
- Participates in the employee performance appraisal process, providing feedback as needed.
Additional Responsibilities
- * Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Maintains high visibility in public areas during peak times.
- Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Performs Front Desk duties in high demand times.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.Com mais de 100 hotéis premiados pelo mundo, o Ritz-Carlton Ladies and Gentlemen cria experiências excepcionais que acompanham os hóspedes muito após a estadia. Atraindo os melhores profissionais de hotelaria do mundo, que selecionam memórias duradouras, acreditamos que todo mundo alcança o sucesso quando tem a possibilidade de exercer criatividade, gentileza e compaixão.
Todos os dias, estabelecemos o padrão para um serviço de luxo especial prestado em todo o mundo, nos orgulhando de proporcionar excelência nos cuidados e no conforto de nossos hóspedes.
Seu papel será o de assegurar que os “padrões ouro” do The Ritz-Carlton sejam atendidos com a maior elegância e cuidado todos os dias. Estes padrões são a base do The Ritz-Carlton e nos orientam a melhorar a cada dia. Eles servem como fundação, e nossa crença na cultura interna que leva ao sucesso que rendeu a reputação do The Ritz Carlton como líder global em hotelaria de luxo. Como parte do nosso time, você aprenderá e demonstrará estes padrões ouro, que incluem nossa promessa para com os funcionários, nossa crença fundamental e nosso valores de atendimento. Nossa promessa para você é que oferecemos a chance de ter orgulho do seu trabalho e de quem trabalha com você.
Ao entrar para o The Ritz-Carlton, você se junta a um portfólio de marcas da Marriott International. Esteja onde pode realizar seu melhor trabalho, agir conforme seu propósito, fazer parte de uma incrível equipe global e se tornar a melhor versão de quem você é.
