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Assistant Guest Relations Manager

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Marriott Bonvoy

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Location:
India , Bangalore

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

Job Responsibility:

  • 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 building mutual trust, respect, and cooperation among team members
  • Serves as a role model to demonstrate appropriate behaviors
  • Supports all day-to-day operations
  • Understands employee positions well enough to perform duties in employees' absence
  • Coaches, counsels and encourages employees
  • Handles employee questions and concerns
  • Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager
  • Guides daily Front Desk shift operations
  • Communicates performance expectations to employees in accordance with job descriptions for each position
  • 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
  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
  • Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results
  • Strives to improve service performance
  • Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met
  • Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates
  • Supervises same day selling procedures to maximize room revenue and property occupancy
  • Understands the impact of Front Desk operations on the overall property financial goals and objectives
  • 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
  • Sets a positive example for guest relations
  • Empowers employees to provide excellent customer service within guidelines
  • Handles guest problems and complaints seeking assistance from supervisor as necessary
  • Interacts with guests to obtain feedback on product quality and service levels
  • Implementing the customer recognition/service program, communicating and ensuring the process
  • Assists in the review of comment cards and guest satisfaction results with employees
  • Ensures employees have the proper supplies and uniforms
  • Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution
  • Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
  • Providing guidance and direction to subordinates, including setting performance standards and monitoring performance
  • Provides feedback to individuals based on observation of service behaviors
  • Participates in an ongoing employee recognition program
  • Conducts training when appropriate
  • Participates in the employee performance appraisal process
  • 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
  • Performs all duties at the Front Desk as necessary
  • Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations
  • Complies with loss prevention policies and procedures

Requirements:

  • High school diploma or GED
  • 2 years experience in the guest services, front desk, or related professional area
  • OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
  • no work experience required

Additional Information:

Job Posted:
January 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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