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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $86,000.00 - $114,000.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Career development opportunities
bonus eligible
Job Description
Marriott International is a globally recognized leader in hospitality, known for its commitment to exceptional guest experiences and deep-rooted values that celebrate diversity and inclusion. Within Marriott's portfolio, Gaylord Hotels stands out as a premier resort and convention center brand, renowned for its expansive venues, exceptional service, and vibrant environments ideal for meetings, events, and leisure stays. Located in Chula Vista, California, the Gaylord Pacific Resort & Convention Center embodies this reputation, offering guests world-class accommodations and amenities in a unique waterfront setting. Marriott International fosters an inclusive workplace where the unique backgrounds, talents, and experiences of its associates are... Show More
Job Requirements
- High school diploma or GED
- Two years experience in guest services, front desk, or related professional area
- Or two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
Job Qualifications
- High school diploma or GED
- Two years experience in guest services, front desk, or related professional area
- Or two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
- Strong interpersonal and communication skills
- Leadership and supervisory experience
- Ability to manage and motivate teams
- Conflict resolution skills
- Customer service excellence
- Ability to implement and monitor policies
- Proficiency in problem solving and decision making
- Effective organizational skills
Job Duties
- 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 employees
- manages all day-to-day operations
- understands employee positions well enough to perform duties in employees' absence
- Ensures employee recognition is taking place on all shifts
- Establishes and maintains open, collaborative relationships with employees
- 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 work
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
- Strives to improve service performance
- Collaborates with the Front Office Manager on ways to continually improve departmental service
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
- 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
- Serves as a role model to demonstrate appropriate behaviors
- Sets a positive example for guest relations
- Displays outstanding hospitality skills
- Empowers employees to provide excellent customer service
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
- Provides feedback to employees based on observation of service behaviors
- Handles guest problems and complaints effectively
- Interacts with guests to obtain feedback on product quality and service levels
- Implements the customer recognition/service program, communicating and ensuring the process
- Ensures compliance with all Front Office policies, standards and procedures
- Monitors adherence to all credit policies and procedures to reduce bad debts and rebates
- Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person
- Analyzes information and evaluates results to choose the best solution and solve problems
- Informs and/or updates executives, peers and subordinates on relevant information in a timely manner
- Functions in place of the Front Office Manager in his/her absence
- Communicates critical information from pre- and post-convention meetings to the Front Office staff
- Participates in department meetings
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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