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United States1 day ago Opening\n8\n0\n34\n0\nIndustry
Hotels & Resorts\nRole
Guest Relations Officer\nLevel
Director\nDepartment
General Management\nFull Time\nPosted at: 26 Sep 2026\n

Last Date:

23 Oct 2026\nSalary Details\nCompetetive Salary Offered\nJob Description\n

JOB SUMMARY

\nServes 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.\n

CANDIDATE PROFILE

\nEducation and Experience\n

High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.\nOR\n
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

\nLeading Guest Services Shifts\n

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.\n
Encourages and builds mutual trust, respect, and cooperation among team members.\n
Serves as a role model to demonstrate appropriate behaviors.\n
Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.\n
Supervises Concierge and/or Bell Staff, when applicable.\nMaintaining Guest Services and Front Desk Goals\n
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.\n
Develops specific goals and plans to prioritize, organize, and accomplish your work.\n
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.\n
Observes service behaviors of employees and ensures that all uniformed employees are properly attired and groomed, each wearing a nametag.\n
Assists with energy conservation efforts by monitoring compliance during property tours.\nImplementing and Monitoring Projects and Policies Related to Guest Experience and Safety\n
Implements the customer recognition/service program, communicating and ensuring the process.\n
Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.\n
Sends copy of MOD report to all departments on a daily basis.\n
Ensures compliance with all policies, standards and procedures.\n
Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.\n
Understands and complies with loss prevention policies and procedures.\nEnsuring Exceptional Customer Service\n
Provides services that are above and beyond for customer satisfaction and retention.\n
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.\n
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.\n
Serves as a leader in displaying outstanding hospitality skills.\n
Sets a positive example for guest relations.\n
Empowers employees to provide excellent customer service.\n
Observes service behaviors of employees and provides feedback to individuals.\n
Maintains high visibility in public areas during peak times.\n
Provides immediate assistance to guests as requested.\n
Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.\n
Records guest issues in the guest response tracking system.\n
Reviews comment cards and guest satisfaction results with employees.\n
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.\nManaging and Conducting Human Resource Activities\n
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.\n
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.\n
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.\n
Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.\nAdditional Responsibilities\n
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.\n
Analyzes information and evaluating results to choose the best solution and solve problems.\n
Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.\n
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.\n
Communicates any variations to the established norms to the appropriate department in a timely manner.\n
Participates as needed in the investigation of employee and guest accidents.\n
Performs Front Desk duties in high demand times.

\nAt 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.\nAt 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.\nEvery 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.\nYour 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.\nIn 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.","type","jobPosting","source","LC","accountId","11257336","organizationName","Marriott International","applicationUrl","https://careers.marriott.com/director-of-guest-relations/job/P1-6937904-0","Kahuku, HI","isRemote","location",{"_229":230,"_231":232},"createdAt","2026-09-28T07:51:11.936976044Z","updatedAt","2026-09-27T12:47:34.654Z","publishedAt","2026-09-26T00:00:00Z","expiresAt","2026-10-28T00:00Z","status","active","isExpired","isDiscoverable",true,"isSearchable","isSpotlight","isDraft","careerSkills",[160,161,162,163,164,165,166,167,168,169,170,171,172,173,174,175,176,177,178,179,180,181],"requiredEducation","high_school","benefitCategories",[159],"isEmailRequired","isPhoneRequired","formattedDescription","

Director of Guest Relations

Full TimeKahuku

United States1 day ago Opening
8
0
34
0
Industry
Hotels & Resorts
Role
Guest Relations Officer
Level
Director
Department
General Management
Full Time
Posted at: 26 Sep 2026

Last Date:

23 Oct 2026

Salary Details

Competetive Salary Offered

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 Shifts

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. 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.
Implementing and Monitoring Projects and Policies Related to Guest Experience and Safety
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.
Provides 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.
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.
Communicates any variations to the established norms to the appropriate department in a timely manner.
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.

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.

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Director of Guest Relations