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About the Role

Serves as the property Manager on Duty, overseeing all property operations to ensure the highest levels of hospitality and service. Represents property management in resolving guest-related situations and manages lobby flow. Acts as Guest Relations Manager, tracking service issues.

Responsibilities

• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Supervises and manages employees, overseeing all day-to-day operations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances and conflicts.
• Maintains a strong working relationship with all departments to support property operations.
• Intervenes in guest/employee situations as needed to ensure property integrity, guest satisfaction, and employee well-being.
• Ensures regular communication with employees regarding business objectives and expectations.
• Comprehends budgets, operating statements, and payroll progress reports.
• Provides services that are above and beyond for customer satisfaction and retention.
• Manages day-to-day operations, ensuring quality, standards, and meeting customer expectations.
• Responds to and handles guest problems and complaints.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback.
• 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.
• Implements the customer recognition/service program.
• Ensures property policies are administered fairly and consistently.
• Manages payroll administration.
• Identifies the developmental needs of others and coaches them.
• Provides guidance and direction to subordinates, including setting performance standards.
• Participates in employee progressive discipline procedures.
• Uses all available on-the-job training tools for employees.
• Solicits employee feedback and addresses employee problems or concerns.
• Supervises on-going training initiatives and conducts training when appropriate.
• Participates in the employee performance appraisal process.
• Provides information to supervisors, co-workers, and subordinates.
• Analyzes information and evaluates results to solve problems.
• Informs and/or updates executives, peers, and subordinates on relevant information.
• Maintains high visibility in public areas during peak times.
• Understands and can implement all emergency plans.
• Performs Front Desk duties in high demand times.

Requirements

• 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.

Skills

• Interpersonal skills
• Communication skills
• Leadership skills
• Financial/business decision making
• Honesty
• Integrity
• Teamwork
• Conflict resolution
• Customer service
• Problem-solving
• Mentoring
• Coaching

Experience Level

• 2 years experience in guest services, front desk, or related professional area
• No work experience required (with a 2-year degree)

Education Level

• High school diploma or GED
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major

About the Company

• EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality.
• The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence.
• In joining EDITION, you join a portfolio of brands with Marriott International.

Equal Opportunity

• Marriott International is 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.
• We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.