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Marriott
Guest Relations ManagerMarriott • Pune
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Guest Relations Manager

Guest Relations Manager

Marriott • Pune
30+ days ago
Job description

Position Overview:

  • Serves as the property Manager on Duty, overseeing all property operations to ensure the highest levels of hospitality and service are provided.
  • Represents property management in resolving any guest-related situations.
  • Manages the flow of questions and directs guests within the lobby.
  • Serves as Guest Relations Manager, tracking service issues.

Candidate Profile:

  • Education and Experience:
  • High school diploma or GED + 2 years of experience in guest services, front desk, or related area, OR
  • 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Core Work Activities:

Leading Guest Services Teams:

  • Utilize interpersonal and communication skills to lead, influence, and encourage others.
  • Advocate sound financial/business decision-making.
  • Lead by example, demonstrating honesty and integrity.
  • Build trust, respect, and cooperation among team members.
  • Supervise and manage employees, ensuring day-to-day operations run smoothly.
  • Understand employee roles and perform duties in their absence.
  • Celebrate team successes and recognize individual contributions.
  • Establish and maintain open, collaborative relationships with employees.

Maintaining Guest Services and Front Desk Goals:

  • Develop specific goals and plans to prioritize, organize, and accomplish work.
  • Handle complaints, disputes, and conflicts.
  • Maintain strong relationships with other departments to support property operations and expedite problem resolution.
  • Intervene in guest/employee situations to maintain property integrity, guest satisfaction, and employee well-being.
  • Ensure consistent communication with employees regarding business objectives, performance, and expectations.
  • Assist in financial management (e.g., budget, operating statements, payroll reports).

Ensuring Exceptional Customer Service:

  • Provide services above and beyond for customer satisfaction and retention.
  • Improve service by understanding guest needs, providing guidance, feedback, and coaching.
  • Manage daily operations to meet customer expectations.
  • Display outstanding hospitality skills and set a positive example for guest relations.
  • Respond to guest problems and complaints.
  • Empower employees to deliver excellent customer service.
  • Observe service behaviors and provide feedback.
  • Participate in developing corrective action plans to improve guest satisfaction.

Implementing Projects and Policies:

  • Implement customer recognition/service programs.
  • Ensure property policies are administered fairly, consistently, and according to Standard and Local Operating Procedures (SOPs and LSOPS).
  • Manage payroll administration.

Conducting Human Resource Activities:

  • Identify developmental needs of others and coach, mentor, and help improve knowledge/skills.
  • Provide guidance to subordinates, setting performance standards and monitoring progress.
  • Participate in employee progressive discipline procedures.
  • Use available on-the-job training tools and supervise training initiatives.
  • Participate in employee performance appraisals and provide feedback.

Additional Responsibilities:

  • Provide information to supervisors, co-workers, and subordinates in various formats (phone, written, e-mail, in person).
  • Analyze information to evaluate results and solve problems.
  • Inform and update executives, peers, and subordinates on relevant information in a timely manner.
  • Maintain high visibility in public areas during peak times.
  • Understand and implement emergency plans (e.g., accidents, deaths, thefts, fires).
  • Perform Front Desk duties during high demand times.

Additional Information:

  • Marriott International is an equal opportunity employer.
  • Committed to diversity, inclusion, and non-discrimination (disability, veteran status, etc.).

Skills Required
Monitoring, Front Desk, Hospitality, Property Management, Performance Appraisal, Customer Service
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Guest Relations Manager • Pune

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