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$77k–$97k/yr
Full-time
high school, associate degree
Bonus Eligible
Posted 37d ago
~40 hrs/week
Responsibilities
Oversees all property operations as the Manager on Duty to ensure the highest levels of hospitality and guest service. Manages guest relations, resolves conflicts, and leads the guest services team to maintain property standards.
Requirements
Requires a high school diploma with 2 years of guest services experience or a 2-year degree in Hospitality or Business Administration. Must possess strong leadership skills and the ability to manage day-to-day hotel operations.
Full job description
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 or property 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
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.
CORE WORK ACTIVITIES
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 building mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
Supervises Concierge and/or Bell Staff, when applicable.
Maintaining Guest Services and Front Desk Goals
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 your work.
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Observes service behaviors of employees and ensures that all uniformed employees are properly attired and groomed, each wearing a nametag.
Assists with energy conservation efforts by monitoring compliance during property tours.
Managing Projects and Policies
Implements the customer recognition/service program, communicating and ensuring the process.
Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
Sends copy of MOD report to all departments on a daily basis.
Ensures compliance with all policies, standards and procedures.
Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
Understands and complies with loss prevention policies and procedures.
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.
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.
Serves as a leader in displaying outstanding hospitality skills.
Sets a positive example for guest relations.
Empowers employees to provide excellent customer service.
Observes service behaviors of employees and provides feedback to individuals.
Maintains high visibility in public areas during peak times.
Provides immediate assistance to guests as requested.
Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
Records guest issues in the guest response tracking system.
Reviews comment cards and guest satisfaction results with employees.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Managing and Conducting Human Resource Activities
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
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 updating the executives, the peers and the subordinates on relevant information in a timely manner.
Communicates any variations to the established norms to the appropriate department in a timely manner.
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.
Participates as needed in the investigation of employee and guest accidents.
Performs Front Desk duties in high demand times.
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.
W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, 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.
How many Customer Service & Support jobs are open in Los Angeles, CA right now?
There are currently 6,297 open customer service & support positions in Los Angeles, CA listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Los Angeles, CA?
Companies currently hiring include Domino's, Starbucks, Allied Universal, Kroger, Costco Wholesale, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Los Angeles, CA?
Yes — 478 of the 6297 open customer service & support positions offer remote or hybrid work (200 remote, 278 hybrid).
How do I apply for Customer Service & Support jobs in Los Angeles, CA?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.