Guest Experience Manager

Additional InformationJob Number 25167659Job Category Rooms & Guest Services OperationsLocation Budapest Marriott Hotel, Apaczai Csere Janos u. 4., Budapest, Hungary, Hungary, 1052VIEW ON MAPSchedule Full TimeLocated Remotely? NPosition Type ManagementJob SummaryAre you passionate about turning guest moments into lasting memories? At the Budapest Marriott Hotel, we believe extraordinary service begins with genuine human connections. We’re seeking a dedicated Guest Relations Manager to lead our Guest Relations and At Your Service (Call Centre) teams, and act as the Front Office Duty Manager in the absence of the Front Office Manager. If you thrive on elevating guest satisfaction, guiding a high-performing team, and resolving challenges with grace and efficiency, this could be your next career move.Key ResponsibilitiesLeadership & Team Management Lead and inspire a team of 7 across Guest Relations and At Your Service Call Centre.Coach and develop team members to deliver five-star service.Step in as Front Office Duty Manager when needed, ensuring smooth operations and decision-making.Guest Experience & SatisfactionHandle guest feedback, comments, and complaints with empathy and efficiency.Ensure timely follow-up and recovery aligned with Marriott brand standards.Maintain high visibility in guest-facing areas and foster a culture of sincere hospitality.Operational Excellence Monitor guest satisfaction metrics and collaborate with departments to enhance service.Uphold Marriott’s service promise through cross-departmental cooperation.Report directly to the Front Office Manager and support departmental goals.Candidate Profile Qualifications & ExperienceProven leadership experience in a premium hotel or upscale hospitality environment.Background in guest relations, front office operations, or similar guest-experience roles.Skills & AttributesStrong problem-solving skills and calm demeanor under pressure.Excellent interpersonal and communication skills.Fluent in English; Hungarian proficiency highly desirable. Additional languages are a plus.Commitment to Marriott values: service excellence, integrity, teamwork, and continuous improvement.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.Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.