PpGuest Experience Manager - Delta Hotels Marriott Giardini Naxos /p pBusiness unit Esperienza del Cliente; Front Office /p pSedi Italia/Catania /p h3Season 2026 /h3 pAt Russotti Gestioni Hotels Spa we are seeking a professional Guest Experience Manager to join our Delta Hotels Marriott Giardini Naxos team. He 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 related situation. Manages the flow of questions and directs guests within the lobby and handles the tracking of service issues. /p h3CANDIDATE PROFILE /h3 ul liHigh school diploma or GED; 5 years experience in the guest services, front desk, or related professional area. /li li2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major. /li /ul h3CORE WORK ACTIVITIES /h3 h3Leading Guest Services Teams /h3 ul liUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example. /li liEncourages and builds mutual trust, respect, and cooperation among team members. /li liServes as a role model to demonstrate appropriate behaviours. /li liSupervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. /li liCelebrates successes and publicly recognizes the contributions of team members. /li liEstablishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. /li /ul h3Maintaining Guest Services and Front Desk Goals /h3 ul liDevelops specific goals and plans to prioritize, organize, and accomplish your work. /li liHandles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. /li liMaintains 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. /li liIntervenes 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. /li liEnsures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results. /li liComprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department. /li /ul h3Ensuring Exceptional Customer Service /h3 ul liProvides services that are above and beyond for customer satisfaction and retention. /li liImproves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. /li liManages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. /li liServes as a leader in displaying outstanding hospitality skills. /li liSets a positive example for guest relations. /li liResponds to and handles guest problems and complaints. /li liEmpowers employees to provide excellent customer service. /li liObserves service behaviours of employees and provides feedback to individuals. /li liStrives to improve service performance. /li liProvides immediate assistance to guests as requested. /li liEnsures employees understand customer service expectations and parameters. /li liParticipates in the development and implementation of corrective action plans to improve guest satisfaction. /li /ul h3Implementing Projects and Policies /h3 ul liImplements the customer recognition/service program, communicating and ensuring the process. /li liEnsures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process. /li liManages payroll administration. /li /ul h3Conducting Human Resource Activities /h3 ul liIdentifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. /li liProvides guidance and direction to subordinates, including setting performance standards and monitoring performance. /li liParticipates in employee progressive discipline procedures. /li liUses all available on the job training tools for employees. /li liSolicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns. /li liSupervises on-going training initiatives and conducts training when appropriate. /li liParticipates in the employee performance appraisal process, providing feedback as needed. /li /ul h3Additional Responsibilities /h3 ul liProvides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. /li liAnalyses information and evaluating results to choose the best solution and solve problems. /li liInforms and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. /li liMaintains high visibility in public areas during peak times. /li liUnderstands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. /li liPerforms Front Desk duties in high demand times. /li /ul pThis announcement is addressed to candidates of both sexes (Art. 27, paragraph 5, Legislative Decree 198/06). Candidates may send their response by issuing specific authorization pursuant to Regulation (EU) 2016/679 ("GDPR") concerning the processing of personal data. /p /p #J-18808-Ljbffr