Guest Relations Manager

Marriott International is a world-renowned hospitality company that operates a broad portfolio of hotels and related lodging facilities. As a leader in the global hospitality industry, Marriott International is dedicated to providing exceptional guest experiences through innovation, dedication, and commitment to service excellence. Among its prestigious brands, The Ritz-Carlton stands out as a symbol of luxury, offering guests unparalleled service and refined elegance. The Ritz-Carlton, located at 1150 22nd St NW, Washington, D.C., is a distinguished property that embodies the values and hospitality standards that Marriott is known for worldwide. This location prides itself on delivering the Gold Standards of The Ritz-Carlton, which include an unwavering commitment to creating memorable moments for every guest through thoughtful and gracious service.

The role of Property Manager on Duty at The Ritz-Carlton Washington, D.C., is a full-time management position with an annual pay range of $68,000 to $86,000 and eligibility for bonuses. This position plays a critical leadership role overseeing all property operations to ensure that the highest levels of hospitality and service are provided consistently. The Property Manager on Duty acts as a key representative of the hotel's management team, resolving guest-related situations efficiently and effectively, while managing guest relations and tracking service issues. The position requires a hands-on approach, managing the flow of questions and directing guests within the lobby, demonstrating a constant visible presence, and providing immediate assistance as needed.

This management role focuses on leading guest services teams with interpersonal skills that inspire trust, respect, honesty, and a collaborative work environment. The Property Manager on Duty encourages teamwork, recognizes the efforts of employees publicly, and acts as a role model by demonstrating appropriate behaviors and exceptional hospitality skills. They are responsible for supervising employees, managing day-to-day operations, and filling in during the absence of staff to maintain seamless service delivery.

Maintaining guest services and front desk goals is central to this role. The Property Manager develops specific goals and plans to prioritize and organize work efficiently, handles complaints and resolves conflicts, and maintains strong working relationships with all departments. This enables smooth property operations and timely resolution of issues, ensuring guest satisfaction and employee well-being. The position involves regular communication with employees to align business objectives, deliver feedback, and drive desired results.

Exceptional customer service is a hallmark of the position, where the Property Manager ensures services go above and beyond to satisfy and retain guests. They improve service standards through coaching, feedback, and leadership by example. Managing daily operations to meet quality and service expectations is a priority, as is responding to guest complaints promptly and empowering employees to deliver excellent customer service consistently.

The role also involves implementing projects and policies that support the hotel’s service excellence programs. This includes administering disciplinary procedures fairly, managing payroll, and ensuring compliance with Standard and Local Operating Procedures. Conducting human resource activities such as identifying developmental needs, mentoring, setting performance standards, and participating in employee appraisals falls under the Property Manager’s responsibilities.

Additional duties include analyzing information to solve problems, maintaining high visibility during peak times, implementing emergency plans, and performing front desk duties during busy periods. The Property Manager on Duty embodies the culture of The Ritz-Carlton, empowering creativity, thoughtfulness, and compassion to uphold the brand's reputation in luxury hospitality worldwide.

Joining this team means being part of Marriott International’s commitment to equal opportunity employment and valuing diverse backgrounds and experiences. Employees are encouraged to be their best selves and take pride in the excellence delivered daily to guests. This role presents an exciting opportunity to grow professionally while being part of a global team that sets the standard for premium luxury service.