**Additional Information** **Job Number** 25125054 **Job Category** Rooms & Guest Services Operations **Location** Mandapa a Ritz-Carlton Reserve, Jalan Kedewatan, Banjar Kedewatan, Bali, Indonesia, Indonesia, 80571VIEW ON MAP (https://www.google.com/maps?q=Mandapa%20a%20Ritz-Carlton%20Reserve%2C%20Jalan%20Kedewatan%2C%20Banjar%20Kedewatan%2C%20Bali%2C%20Indonesia%2C%20Indonesia%2C%2080571) **Schedule** Full Time **Located Remotely?** N **Position Type** Management **JOB SUMMARY** Responsible for supporting the resort operation in the role of Manager on Duty for driving Owner and Guest Relations at the resort, and for analyzing key metrics to help improve overall guest satisfaction. Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction. Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction.vv Communicates trends in data to resort leaders. Engages all departments in resort operations to ensure plans and actions are in place and current in order to meet the needs and expectations of Owners and Guests. Acts as the “Service Champion” for the resort and seeks out opportunities to enhance the guest experience in all areas of the resort. **CANDIDATE PROFILE** **Education and Experience** • High school diploma or GED; 1 year 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. **CORE WORK ACTIVITIES** **Managing Guest Relations Functions** • Manages the Guest Relations function and partners with GM, Leadership team and managers to address, respond and resolve all guest issues while guests are still in-house. • Supports operations of resort by managing owner and guest relations, and analyzes key metrics to help improve overall guest satisfaction. • Assists the GM & Director of Operations in resolving and responding to guest issues received through correspondence or submitted through Owner Services, the Guest Satisfaction Survey, the Customer Relations and Communications group or the Guest Relations group. • Follows-up with guests who expressed a concern/issue to ensure complete satisfaction; composes response letters and tracks in the appropriate system(s). • Performs daily resort inspections to include a combination of common areas, amenities, outlets, and guest units. Documents the condition of these areas and shares with appropriate leadership. • Coordinates Manager on Duty efforts for the entire week ensuring the resort has proper coverage on all shifts throughout the week. **Supporting Recreation Operations** + Supervises and manages employees. Supports day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. + Monitors quality, standards and meets the expectations of the customers on a daily basis. + Demonstrates knowledge of job-relevant issues, products, systems, and processes. + Schedules events, programs, and activities, as well as the work of others. + Provides personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients. + Develops specific goals and plans to prioritize, organize, and accomplish your work. + Supports the management of outside vendors including water sports and scuba. + Orders and manages necessary supplies. Ensures workers have supplies, equipment, tools, and uniforms necessary to do their jobs. + Manages the children's program (e.g., coordinates activities, purchases equipment and supplies etc.). + Manages group activities including sand painting, bon fires, and team building events. + Manages pool and beach areas, including overall maintenance, daily upkeep and cleanliness, and the operation of cabana units. **Leading Efforts to Reduce Guest Issues** • Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction. • Communicates trends in data to resort leaders. • Develops and maintains action plans for addressing trends in guest/customer relations issues and assists in monitoring the progress of various departments. • Actively participates in resort initiatives to reduce guest “problems” and drives improved problem resolution. • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. • Reviews all Guest Compensation awarded and works to mitigate financial exposure to the COA and the organization. • Engages all departments in resort operations to ensure plans and actions are in place and current in order to meet the needs and expectations of Owners and Guests. **Ensuring and Providing Exceptional Customer Service** • Improves service by communicating with and assisting associates to understand guest needs, and by providing guidance, feedback, and individual coaching when needed. • Acts as the “Service Champion” for the resort and seeks out opportunities to enhance the guest experience in all areas of the resort. • Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere. • Strives to improve service performance in all departments. • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. • Responds to and handles guest problems and complaints. • Observes service behaviors of employees and provides feedback to individuals and/or managers. **Managing and Conducting Human Resource Activities** • Identifies the developmental needs of others and coaches others to improve their knowledge or skills. • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. • Assists in the interviewing and hiring of employee team members as needed. • 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. • Supervises and manages select employees. • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. • Communicates performance expectations in accordance with job descriptions for each position and monitors progress. • Celebrates successes and publicly recognizes the contributions of team members. • Facilitates various training activities such as Service Excellence, ADA, New Hire Orientation, etc. **Additional Responsibilities** • Develops the resort’s Pre-arrival call process consistent with the company’s expectations • Manages the Pre-arrival process on an ongoing basis. • Performs special projects as designated by the General Manager and/or Director of Operations. • Reviews all planned projects to determine the potential impact of a project to the guest experience and develops plans to mitigate unfavorable encounters for guests resulting from the work. • Informs and/or updates executives, peers and subordinates on relevant guest relations information in a timely manner. • Identifies and analyzes guest relations challenges and facilitates the development of solutions to prevent reoccurrence. _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._ At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate. Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests. Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with. In joining The Ritz-Carlton, 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.