Director of Guest Experience

2 weeks ago

Riyadh, Saudi Arabia Marriott International, Inc Full time

**Job Number** 24062163

**Job Category** Rooms & Guest Services Operations

**Location** The St. Regis Riyadh, 2941 Makkah Al Mukarramah Road, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

Functions as the strategic business leader of the property's Rooms department. Responsible for planning, developing, implementing and evaluating the quality of property’s rooms. Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment to the owner and company.

**CANDIDATE PROFILE**

**Education and Experience**
- 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR
- 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

**CORE WORK ACTIVITIES**

**Leading Rooms Team**
- Champions the brand’s service vision for product and service delivery.
- Communicates a clear and consistent message regarding departmental goals to produce desired results.
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Monitors and promotes room rates, specials, and promotions at the residence.

**Managing Profitability**
- Analyzes service issues and identifies trends.
- Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
- Reviews and audits expenses.

**Managing Revenue Goals**
- Monitors Rooms operations sales performance against budget.
- Reviews reports and financial statements to determine Rooms operations performance against budget.
- Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.
- Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

**Ensuring and Providing Exceptional Customer Service**
- Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
- Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
- Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
- Coordinates and communicates event details both verbally and in writing to the customer and property operations.
- Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
- Responds to and handles guest problems and complaints.
- Uses personal judgment and expertise to enhance the customer experience.
- Stays available to solve problems and/or suggest alternatives to previous arrangements.
- Interacts with guests to obtain feedback on product quality and service levels.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Ensures that employees understand expectations and parameters for Room duties.
- Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

**Managing and Conducting Human Resources Activities**
- Interviews and hires employees.
- Ensures employees are treated fairly and equitably.
- Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
- Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
- Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
- Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
- So

  • Guests Relations Specialist

    4 weeks ago

    Riyadh, Saudi Arabia Pause Experience Company Full time

    job brief:a great experience starts with the people who deliver it we believe that delivering unforgettable pausing experience starts with our front line our Guest Relations Specialist who are the main touch point with our guests that ensure all their requests are met and are all satisfied with the experience. are you equipped with the right tools and ready...

  • Guest Experience Expert

    4 weeks ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 22207585 **Job Category** Rooms & Guest Services Operations **Location** Courtyard Riyadh Diplomatic Quarter, Al-Hada District, Abdullah bin Huzafah, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving...

  • Guest Experience Expert

    1 month ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 24027880 **Job Category** Rooms & Guest Services Operations **Location** Courtyard Riyadh Northern Ring Road, Olaya Street, Al Murooj District, Northern Ring Road, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just...

  • Guest Experience Expert

    4 weeks ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 23144122 **Job Category** Rooms & Guest Services Operations **Location** Courtyard Riyadh Northern Ring Road, Olaya Street, Al Murooj District, Northern Ring Road, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just...

  • Guest Experience Expert

    4 weeks ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 24014357 **Job Category** Rooms & Guest Services Operations **Location** Courtyard Riyadh Northern Ring Road, Olaya Street, Al Murooj District, Northern Ring Road, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just...

  • Guest Experience Expert

    4 weeks ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 23125944 **Job Category** Rooms & Guest Services Operations **Location** Le Méridien Riyadh, King Abdullah Ibn Abdulaziz Road Al Woroud District, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving...

  • Guest Experience Expert

    4 weeks ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 23145645 **Job Category** Rooms & Guest Services Operations **Location** Le Méridien Riyadh, King Abdullah Ibn Abdulaziz Road Al Woroud District, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving...

  • Guest Experience Expert

    2 weeks ago

    Riyadh, Saudi Arabia Marriott International Full time

    Job Number 24078852Job Category Rooms & Guest Services OperationsLocation Courtyard Riyadh Olaya, 2759 Olaya District, Moussa Bin Nussair Street, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYOur jobs aren't just about giving guests a smooth check-in and check-out....

  • Guest Experience Expert

    4 weeks ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 22206478 **Job Category** Rooms & Guest Services Operations **Location** The St. Regis Riyadh, 2941 Makkah Al Mukarramah Rd, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a smooth check-in...

  • Guest Experience Expert

    2 weeks ago

    Riyadh, Saudi Arabia Marriott Full time

    Job Number 24078852 Job Category Rooms & Guest Services Operations Location Courtyard Riyadh Olaya, 2759 Olaya District, Moussa Bin Nussair Street, Riyadh, Saudi Arabia, Saudi Arabia Schedule Full-Time Located Remotely? N Relocation? N Position Type Non-Management POSITION SUMMARY Our jobs aren’t just about giving guests a...

  • Guest Experience Expert

    1 month ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Marriott Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Courtyard Riyadh Olaya, 2759 Olaya District, Moussa Bin Nussair Street, Riyadh, Saudi Arabia, Saudi ArabiaSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYOur jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to...

  • Guest Experience Expert

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Marriott International Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Courtyard Riyadh Olaya, 2759 Olaya District, Moussa Bin Nussair Street, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYOur jobs aren't just about giving guests a smooth check-in and check-out....

  • Guest Experience Expert

    4 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Marriott Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Courtyard Riyadh Diplomatic Quarter, Al-Hada District, Abdullah bin Huzafah, Riyadh, Saudi Arabia, Saudi ArabiaSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYOur jobs aren't just about giving guests a smooth check-in and check-out. Instead, we...

  • Guest Experience Expert

    4 weeks ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 22206478 **Job Category** Rooms & Guest Services Operations **Location** The St. Regis Riyadh, 2941 Makkah Al Mukarramah Road, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a smooth check-in...

  • Guest Experience Expert

    2 weeks ago

    Riyadh, Saudi Arabia Marriott Full time

    Job Number 24078853 Job Category Rooms & Guest Services Operations Location Aloft Riyadh, 2385 Olaya Street, Riyadh, Saudi Arabia, Saudi Arabia Schedule Full-Time Located Remotely? N Relocation? N Position Type Non-Management POSITION SUMMARY Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead,...

  • Guest Experience Expert

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Marriott Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Aloft Riyadh, 2385 Olaya Street, Riyadh, Saudi Arabia, Saudi ArabiaSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARYOur jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable...

  • Guest Experience Manager

    4 weeks ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 22206485 **Job Category** Rooms & Guest Services Operations **Location** The St. Regis Riyadh, 2941 Makkah Al Mukarramah Rd, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Serves as the property Manager on Duty and oversees all...

  • Guest Experience Manager

    1 day ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 24086590 **Job Category** Rooms & Guest Services Operations **Location** JW Marriott Hotel Riyadh, King Fahad Road, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Serves as the property Manager on Duty and oversees all property...

  • Assistant Guest Experience Manager

    1 month ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 23142763 **Job Category** Rooms & Guest Services Operations **Location** The St. Regis Riyadh, 2941 Makkah Al Mukarramah Road, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Entry level management position that is responsible...

  • Guest Experience Expert

    1 month ago

    Riyadh, Saudi Arabia Marriott International, Inc Full time

    **หมายเลขงาน** 23032111 **ประเภทของงาน** Rooms & Guest Services Operations **สถานที่** Le Méridien Riyadh, King Abdullah Ibn Abdulaziz Road Al Woroud District, Riyadh, Saudi Arabia, Saudi Arabia ดูบนแผนที่ **ตารางการทำงาน**...