Job Description

:Job Number 24166270
Job Category Rooms & Guest Services Operations
Location The St. Regis Langkawi, Jalan Pantai Beringin, Langkawi, Kedah, Malaysia
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type ManagementJOB SUMMARYResponsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.Loyalty Manager is responsible for recognition and engagement of our most valuable Elite members through delivery of the highest quality member stay experience. He/she manages and coordinates all aspects of Elite members\' journey: from pre-arrival and arrival experience all the way to the follow up through post-stay feedback mechanisms. He/she directs, implements and evaluates quality of products and services provided to Elite members and partners with Loyalty Head Connector and Connector Team to make certain that there is an effective communication and delivery of Elite benefits program. He/she is also responsible for managing part of the Loyalty Operations department.CANDIDATE PROFILEEducation and Experience

• High school diploma or GED; 4 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; 2 years experience in the guest services, front desk, loyalty/guest relations/guest recognition or related professional area.

OR

• 4-year degree from an accredited university in Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIESSupporting Marriott Loyalty Program

• Leads and mentors other team members on Marriott's Bonvoy Loyalty Program.

• Maintains complete knowledge of all Elite Member Benefits, Terms and Conditions.

• Adjusts Elite Member status when necessary according to established guidelines.

• Partners with Head Connector to update, appoint and activate connector team on property.

• Attends Loyalty and Connector meetings and webinars to continue professional development and learn about new enhancements and promotions of the Marriott's Bonvoy Loyalty Program.

• Promotes positive relations with Elite members by anticipating their needs and promptly responding to them.

• Monitors, responds and routes Elite members\' comments to the appropriate department when necessary.

Leading Guest Services Team

• 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.

• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

• Ensures recognition of employees is taking place across areas of responsibility.

• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

• Celebrates successes and publicly recognizes the contributions of team members.

Maintaining Elite Appreciation, Guest Services and Front Desk Goals

• Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the Elite, Cobalt and redemption stay members on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish work.

• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Assists with energy conservation efforts by monitoring compliance during property tours.

Providing Exceptional Elite, Cobalt and redemption stay members Service and Property Operations Support

• Provides services that go above and beyond Elite, Cobalt and redemption stay members expectations in order to promote Elite, Cobalt and redemption stay members satisfaction and retention.

• Sets a positive example for guest relations.

• Helps employees to provide excellent customer service.

• Assists in coaching and providing feedback to associates.

• Maintains high visibility in public areas during peak times.

• Provides immediate assistance to Elite, Cobalt and redemption stay members as requested.

• Interacts with Elite, Cobalt and redemption stay members on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.

• Maintains knowledge of all hotel features and services, room types, rates special packages and promotions.

• Keeps track of daily arrivals, departures, room availability and scheduled in-house group activities.

• Maintains complete knowledge of all hotel and departmental policies and procedures.

• Monitors security of public areas of the hotel.

• Conducts pre-shift meetings to review and share information pertinent to daily business with other team members.

Maintaining Guest Services and Front Desk Goals

• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.

• 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.

• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.

• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.

• Manages department controllable expenses to achieve or exceed budgeted goals.

Managing Projects and Policies

• Ensures compliance with all Front Office policies, standards and procedures.

• 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.

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.

• Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees\' absence.

• Acts as the Service Champion for the Front Office and creates a positive atmosphere for guest relations.

• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

• Strives to improve service performance.

• Empowers employees to provide excellent customer service.

• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

• 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.

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.

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Establishes challenging, realistic and obtainable goals to guide operation and performance.

• Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

• Ensures employees are treated fairly and equitably.

• Manages employee progressive discipline procedures for Front Office Staff.

• Administers the performance appraisal process for direct report managers.

• Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

• Facilitates departmental strategic planning meetings.

• Direct the performance of staff and follow up with coaching and guidance to praise or make corrections

• Provides guidance and direction to subordinates.

• Assists as needed in the interviewing and hiring of other team members.

• Monitors effectiveness of departmental staffing guide.

• Provides training, development, professional discipline, and positive support for all employees within the department.

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.

• Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Marriott