Marriott
Additional Information Relocation Assistance Available Job Number 25145459 Job Category Rooms & Guest Services Operations Location The Ritz-Carlton Half Moon Bay, One Miramontes Point Road, Half Moon Bay, California, United States, 94019VIEW ON MAP (Ritz-Carlton Half Moon Bay, One Miramontes Point Road, Half Moon Bay, California, United States, 94019) Schedule Full Time Located Remotely? N Position Type Management JOB SUMMARY Serves 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 PROFILE Education and Experience u2022 High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area. OR u2022 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. CORE WORK ACTIVITIES Leading Guest Services Teams u2022 Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. u2022 Encourages and builds mutual trust, respect, and cooperation among team members. u2022 Serves as a role model to demonstrate appropriate behaviors. u2022 Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. u2022 Celebrates successes and publicly recognizes the contributions of team members. u2022 Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. Maintaining Guest Services and Front Desk Goals u2022 Develops specific goals and plans to prioritize, organize, and accomplish your work. u2022 Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. u2022 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. u2022 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. u2022 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. u2022 Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department. Ensuring Exceptional Customer Service u2022 Provides services that are above and beyond for customer satisfaction and retention. u2022 Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. u2022 Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. u2022 Serves as a leader in displaying outstanding hospitality skills. u2022 Sets a positive example for guest relations. u2022 Responds to and handles guest problems and complaints. u2022 Empowers employees to provide excellent customer service. u2022 Observes service behaviors of employees and provides feedback to individuals. u2022 Strives to improve service performance. u2022 Provides immediate assistance to guests as requested. u2022 Ensures employees understand customer service expectations and parameters. u2022 Participates in the development and implementation of corrective action plans to improve guest satisfaction. Implementing Projects and Policies u2022 Implements the customer recognition/service program, communicating and ensuring the process. u2022 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. u2022 Manages payroll administration. Conducting Human Resource Activities u2022 Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. u2022 Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. u2022 Participates in employee progressive discipline procedures. u2022 Uses all available on the job training tools for employees. u2022 Solicits employee feedback, utilizes an u201copen dooru201d policy and reviews employee satisfaction results to identify and address employee problems or concerns. u2022 Supervises on-going training initiatives and conducts training when appropriate. u2022 Participates in the employee performance appraisal process, providing feedback as needed. Additional Responsibilities u2022 Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. u2022 Analyzes information and evaluating results to choose the best solution and solve problems. u2022 Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. u2022 Maintains high visibility in public areas during peak times. u2022 Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. u2022 Performs Front Desk duties in high demand times. The salary range for this position is $72,000 to $93,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law. _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. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law._ At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the worldu2019s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate. Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests. Your role will be to ensure that the u201cGold Standardsu201d of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with. In joining The Ritz-Carlton, 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.