BE A PART OF HISTORY

We are seeking over 700 new associates to fill positions in entertainment, hospitality and other specialty services with JW Marriott Savannah at Plant Riverside District—a newly transformed historic destination.


Guest Service Manager - JW Marriott Savannah Plant Riverside District

Location: JW Marriott Savannah Plant Riverside District - Savannah, Georgia
Job Title: Guest Service Manager - JW Marriott Savannah Plant Riverside District
Employment Status: Full-Time
Pay Type / FLSA Status: Salaried (Exempt)
Available Shift: All Shifts / Flexible
# of Openings: 1
Requisition Number: 7280

Description

JW Marriott Savannah Plant Riverside District is set to transform Savannah’s historic riverfront into a vibrant new entertainment destination inviting guests and visitors to experience incredible dining between 12+ outlets, live music and concerts, high-end shopping and inspired hotel stays. The JW Marriott Savannah will offer 419 beautifully appointed guest rooms and suites for couples, families, business guests and groups looking for inspiration, and discerning travelers with an appetite for something different.

 

JW Marriott Savannah offers a work experience unlike any other—where pursuing your passion is not only welcomed, it’s actively encouraged. We’re seeking over 700 new associates to fill positions in entertainment, hospitality and other specialty services at Plant Riverside District.

 

You will have access to ELITE Benefits/Perks such as:

•Hotel Stay and Food/Beverage discounts at Marriott Hotels Worldwide for you and your family/friends

•Free Employee Meals

•We are all friends here! Refer your friends and get a Bonus up to $2000 if they are hired!

•Largest Hospitality Employer in Savannah – growth opportunities are unlimited!

•20% Discount at all Kessler restaurants, Art Galleries, and Spas

•Start early with your Retirement Plan! 401K match up to 6% - goes into effect after 3 months

•Health Insurance Plans as low as $22/week!

•Stay Healthy! Kessler Wellness Challenge – promotes healthy lifestyle with discounts at gyms and giveaways

•Discounted Bus Passes

•We care about your Fur Babies too! We provide discounted Pet Insurance!

• 23 days of Paid Time Off (PTO)/year – start accruing right away!

•Enjoy the Holidays! We offer Seven (7) paid holidays throughout the year!

•”Tickets at Work” discounts, special access to theme parks and more!

•Recognition Program with amazing prizes!

•Tuition Reimbursement and Professional Certification Assistance

•Company paid Basic Life Insurance $10,000

 

 

Objective / Purpose

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.

 

Areas of Responsibility (AOR)

Pri mary areas of responsibility include, but are not limited to the following:

Leading Guest Services Teams

• 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.

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

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

Maintaining Guest Services and Front Desk Goals

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

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

• 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.

• 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.

• 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.

• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.

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.

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Serves as a leader in displaying outstanding hospitality skills.

• Sets a positive example for guest relations.

• Responds to and handles guest problems and complaints.

• Empowers employees to provide excellent customer service.

• Observes service behaviors of employees and provides feedback to individuals.

• 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.

Implementing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.

• 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.

• Manages payroll administration.

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.

• Participates in employee progressive discipline procedures.

• Uses all available on the job training tools for employees.

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

• Supervises on-going training initiatives and conducts training when appropriate.

• Participates in the employee performance appraisal process, providing feedback as needed.

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.

• Maintains high visibility in public areas during peak times.

• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

• Performs Front Desk duties in high demand times.

 

Knowledge / Skills / Abilities (KSA)

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

  • Strategic business leader - Works strategically to devise plans in alignment with organizational goals.
  • Cultivates engagement - Builds loyalty to the company and not to themselves. Proven ability to host/facilitate effective meetings, motivate teams to produce results with tight timeframes while simultaneously managing several projects.
  • Generates alignment - Ensures proper time and effort is spent to build high level performance and consistency throughout collection.
  • Leads with courage - Provides a culture of accountability.
  • Execution of plans - Utilizes our systems, tools and resources to accomplish results and achieve goals
  • Advanced level of written, verbal, and interpersonal communication skills.
  • Ability to implement and uphold service standards
  • Ability to prioritize and organize work assignments
  • Ability to work well in stressful, high-pressure situations
  • Comprehensive knowledge of a safe work environment

 

Supervisory Responsibilities

Supervisory and leadership responsibilities include achieving results through providing direction and accountability of the following Grand Performers within the culture and policies established by the Kessler Collection.

  • Assistant Front Office Manager

 

Standards & Culture

Individuals must serve as a cultural ambassador by upholding and promoting our standards.

Image & Presence: Bohemian. Our team is sophisticated and purposeful in their communication and body language

  • 50% Classical European, 35% Colorful Gypsy Lifestyle,  15% Funky California Free Spirit

Service: Intuitive. Our team inspires the guest (and Grand Performer) experience with warmth and deliberate elegance.

  • Greet, Undivided Attention, Enthusiastic Response, Smile, Thank You
  • Listen, Empathize & Apologize, Accept Responsibility, Do Something About  it, Exceed Expectations, Recover Loyalty

 

Performance: Extraordinary. Our team rises to outperform and consistently beat our best for even better.

  • ALIGN
    • Build loyalty to the company and not yourself
    • Enhance property/company perception by both community and Grand Performers
    • Align yourself with the company and lead others to do the same
    • Collaborate effectively to accomplish goals and achieve results across departments and property locations
  • ENGAGE
    • Actively participate in meetings and shares ideas to determine the right course of action
    • Foster a climate where individuals are committed to partnering and asking for help when needed
    • Enthusiastically share knowledge, experience and talent with others
    • Suggest methods for improving productivity and product quality
  • EXECUTE
    • Prepared and punctual for all meetings
    • Conducts business and complete tasks according to Standard Operating Procedures
    • Utilize required systems, equipment and resources
    • Increase revenue/productivity while keeping costs within budget
    • Prioritize urgent/vital tasks in order to meet set deadlines
  • ACCOUNTABLE
    • Improve professional competency and property/location performance
    • Accept responsibility for actions and/or inactions
    • Self-aware, solicit and embrace feedback
    • Communicate feedback openly and respectfully

 

Key Partnerships:

To perform this role successfully, an individual must cultivate successful relationships with the following individuals to achieve alignment and support.

  1. General Manager
  2. Director of Human Resources
  3. Controller
  4. Property OPS team

 

Minimum Qualifications

Education, License, Certifications, Experience

• 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.

 

Work Environment / Conditions

The work environment/conditions described herein are representative of those that an incumbent may experience.

  • Must be comfortable working in a shared space, with constant noise, without the use of a private office.
  • Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
  • Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.

 

Physical Demands

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job.

  • While performing the duties of this job, the incumbent is regularly required to move 10lbs on a daily basis.
  • Push, pull, and lift up to 50lbs on a weekly basis.
  • While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus,  airplane or other means of transportation which require sitting, waiting and standing for long and short periods of time.

 

This job description is not an exclusive or exhaustive list of all job functions that an incumbent/Grand Performer in this position may be asked to perform




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