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Guest Relations Manager

Guest Relations Manager

Marriott InternationalBengaluru, Karnataka, India
17 days ago
Job description

About the Role

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial / business decision making; demonstrates honesty / integrity; leads by example.

Responsibilities

  • 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.
  • 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.
  • 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.
  • 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.
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Manager • Bengaluru, Karnataka, India

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