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Marriott International

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4.3

based on 1.2k Reviews

1123 Marriott International Jobs

Guest Relations Manager

Marriott

4.3

based on 1.2k Reviews

7-11 years

₹ 7 - 4.2L/yr (AmbitionBox estimate)

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Guest Relations Manager

Marriott International

posted 9hr ago

Job Role Insights

Flexible timing

Key skills for the job

HRIS Software Configuration Management Customer Service Hospitality Front Desk US Staffing

+ 3 more

Job Description

Supports all property operations, ensuring that the highest levels of hospitality and service are provided

Manages the flow of questions and directs guests within the lobby

Supports the tracking and resolution of service issues

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area

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

Managing Guest Services and Front Desk Operations

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

Understanding employee positions well enough to perform duties in employees absence

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

Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others

Assists with energy conservation efforts by monitoring compliance during property tours

Supporting Projects and Policies Related to Guest Experience and Safety

Supports implementation of the customer recognition/service program, communicating and ensuring the process

Supports 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 and Providing 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

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

Marriott International is an equal opportunity employer

We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture

We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law

Employment Type: Full Time, Permanent

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