Guest Relations Agent

JOB SUMMARY Serves as a champion and ambassador for the customer welcome and inhouse experience.

The role is front facing largely based in the front / back lobby and supporting colleagues with Concierge knowledge.

The successful candidate will manage to balance their time between the golden guest arrival time, early evening guest departure time and navigating larger group programs to their necessary destinations.

The role will also mean a detailed knowledge of hotel outlet operations, business periods, menu offerings and link our VIP guests to key operational leaders in their outlets.

The role will also require customer care calls and touching base to ensure all VIP guests are enjoying their experience.

There is an administration component of the role will include a review of the daily arrivals and identifying all VIPs arriving for the following days.

Where required Opera note will update and key traces dispatched to relevant areas.

Specific attention and appropriate level of hotel recognition is given to high end consortia and Marriott Bonvoy loyalty elite members, fam trips, site inspections and high-profile visitors.

Amenity program with the chef review and refresh.

An understanding of hotel rooming, to escort settle all new arrivals is part of the role.

Hours and shifts are based on the business levels and demands.

EXT / CANDIDATE PROFILE Business Context Describe in bullet format, the operational challenges and business issues that the individual in the position will face now and / or in the future.

These challenges could include increasing competition, declining market share, poor financial performance, low associate satisfaction, union activity, property renovation and owner relations.

Candidate Profile Experience Varies by size and complexity of property.

The successful with need to competently understand each of the destination outlets understand their daily demands and any limitations.

The successful candidate will need to have general city knowledge including all local restaurant, museums, bars, shopping outlets and any key city events taking place in and around the hotel.

Skills and Knowledge Extensive knowledge of all hotel departments and their functions and responsibilities Knowledge of the outlet opening times.

Effective decision-making skills and strong problem-solving skills Ability to acquire and maintain relationships e.g., associates, guests, customers & vendors Good presentation, telephone, and email etiquette Guest Experience Executive Job Specification Marriott International, Incorporated Page 2 Confidential and Proprietary Strong communication skills (verbal, listening, writing) and organizational skills Ability to use standard software applications and hotel systems to include but not limited to Opera, GXP Empower and Outlook Effective influence and negotiating skills Effective change and conflict management skills Strong customer and associate relation skills Knowledge of the hotel law and safety standards Knowledge of purchasing, inventory controls, supplies and equipment Knowledge of overall hotel operations as they affect department and hotel Knowledge of governmental regulations and safety standards (HSA, OSHA, EPA, ADA, CFC, NFPA, COSHH hygiene and Irish equivalents) Education or Certification High School Diploma or equivalent required; Bachelors Degree preferred Hospitality Management Degree beneficial First Aid Certification preferred Leadership Competencies Attach the Leadership Competencies template that corresponds to the career band for the position.

Business Results Balanced Scorecard Results : Supports strategies and conducts activities to drive financial results, guest satisfaction, human capital index and market share.

Operations : Works with all department managers and associates to meet or exceed guest service expectations.

Ensures compliance with Marriott Operating Standards to maintain brand integrity.

Guest Satisfaction : Displays leadership in guest hospitality and sets daily example of operational excellence.

Builds customer loyalty through personal interaction and problem resolution.

Human Resources : Participates in the hiring, development and retention of a diverse workforce to deliver excellent products and services.

Sustains a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success.

Financial Management : Controls and takes responsibility for guest rebates Technical Expertise (Learning and Applying Personal Expertise) The following are specific responsibilities and contributions critical to the successful performance of the position : Operations / Property Management Instrumental in Inviting Sense of Arrival compliance to LSOP Maintains a strong working relationship with all departments to support hotel operations and goals and to expedite the resolution of any problems that may arise through the general operation of the hotel.

Has knowledge of all jobs within Front office.

Ensure you can speak to The Shelbourne history - have your history sheet with you at all times Establishes goals and objectives for all areas of responsibility.

Provides courtesy calls to VIPs guests and guest follow up.

Prepares VIP list on a daily basis in compliance with FO LSOP on Guest Recognition.

Guest Experience Executive Job Specification Marriott International, Incorporated Page 3 Confidential and Proprietary Works on VIP / Club pre-arrival planning.

Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.

Communicates any variations to the established norms to the appropriate department in a timely manner.

Completes MOD courtesy call and welcome reports along with overview of shift on a daily basis.

Outlines consistent process / procedure failures and works to implement functional process change Ensures compliance with all policies, standards and procedures.

Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

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

Assists with energy conservation efforts by monitoring compliance during hotel tours.

Establish & ensure compliance with all Health & Safety regulations of self, associates and guests.

Participates as needed in the investigation of associate and guest accidents.

Understands and complies with loss prevention policies and procedures.

Performs Front Desk duties in high demand times.

Complies with all current Marriott standard and local operating policies and procedures Guest Satisfaction Sets a positive example for the Front of House team by displaying genuine outstanding hospitality skills strong emphasis on rooming of guests Maintains high visibility in public areas during peak times and always provides immediate assistance to guests as requested.

Is highly interactive with guests on a regular basis throughout the hotel to obtain feedback on quality of product, service levels and overall satisfaction including escorting guests to rooms and showcasing hotel.

Effectively responds to and handles guest problems and complaints.

Particular focus on High end leisure guests, Bonvoy Elite members and other special guests.

Lead by example in recording Guest Preferences subtle or overt on hotel PMS.

Human Resources Leads by example in standard of behaviour, discipline and appearance within the hotel.

Has a complete understanding of the Hotels Associate Handbook ensures / monitors associate compliance of above mentioned Handbook and other hotel regulations and policies.

Develops, implements and maintains departmental orientation program for associates to receive the appropriate new hire training (Passport to Success) to successfully perform their job.

Be a mentor to new hires, support and encourage their learning Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate.

Communicates performance expectations in accordance with job descriptions for each position.

Develops goals and expectations for direct reports.

Conducts annual performance appraisals according to Standard Operating Procedures.

Celebrates successes and publicly recognises the contributions of team members; ensures associate recognition is taking place.

Participates in an on-going associate recognition program.

Guest Experience Executive Job Specification Marriott International, Incorporated Page 4 Confidential and Proprietary Ensures self and direct reports attend appropriate training classes.

Instigates and maintains high morale and motivation of associates through leadership and ensures that teamwork and loyalty develop within the department.

Sales & Revenue Management Monitors same day selling strategy procedure to maximize room revenue and control hotel occupancy Ensures staff and self are trained to perform rate verification procedures to maximize revenue opportunities Financial Management Participates in the management of the department controllable expenses to achieve or exceed budgeted goals.

Understands the impact of departments operation on the overall hotel financial goals and objectives and manages to achieve or exceed budgeted goals.

Attends scheduled projection meetings to anticipate long term planning needs.

Participates in the budgeting process for areas of responsibility.

Other Performs other duties as assigned to meet business needs.

Brand Standard and Failte Ireland Audits 15 Minutes of Training Enlivens the BASICS - I am the one who makes guests feel special Each associate is expected to carry out all reasonable requests by Management Health and safety Reports to Executive Housekeeper or appropriate Departmental Head any Health and Safety hazards.

Reports immediately any accidents that may occur to you, associates and guest.

In case of fire and bomb emergencies, assists in evacuating associates and guests to the nearest exit point and the assembly point.

Understand the hotel Fire / Bomb / Medical and General Safety procedures.

Undergo training quarterly as required.

Ensure that fire regulations are maintained by making sure that fire exits are not blocked and trolleys do not obstruct fire doors.

Keeps halls clear of rubbish, soiled linen, extra beds and cots and any other service equipment.

Maintenance and security Ensure lost and found items are turned directly into Housekeeping and the lost property procedure followed.

Ensure safety and return of all keys and bleeps.

Ensure you do not loan them to anybody else.

Report immediately any matters concerning the security of guests to the Security / Loss Prevention Department.

Ensure all equipment is well maintained and in proper working order.

Report any malfunctioning or defects to equipment to the Floor Supervisor.

Report all malfunctions in assigned areas through ESPRESSO.

Follow up on the actions taken with the Engineering Department if needed.

When guest lose / forgot there room key, please open the door and guide them to the front desk if needed to receive a new key.

Do not allow the guest to enter the room for the guests safety and your own safety.

Ensure safety of guest property and report anything suspicious to your Floor Supervisor.

Be vigilant for any suspicious persons that arrive into the hotel and / or packages left behind un-attendant.

Reports Health and Safety hazards and complies with the health, safety, chemical and hygiene policy Guest Experience Executive Job Specification Marriott International, Incorporated Page 5 Confidential and Proprietary Complies with set standards of behavior, discipline and appearance within the hotel.

Performs related duties in housekeeping and related departments and special projects as assigned.

The hotel business functions seven days a week, 24 hours a day & 365 days a year.

All associates must realise this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands.

I have read and reviewed the Job Description with my Manager and understand that my performance will be evaluated and measured on my ability to achieve the above criteria.