Assistant Guest Relations Manager Job at Marriott Bonvoy (Goa)

Job Description

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, 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.

Job Responsibility

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis
Supervises and manages employees
Managing all day-to-day operations
Ensures employee recognition is taking place on all shifts
Establishes and maintains open, collaborative relationships with employees
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
Strives to improve service performance
Collaborates with the Front Office Manager on ways to continually improve departmental service
Communicates a clear and consistent message regarding the Front Office goals to produce desired results
Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
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
Serves as a role model to demonstrate appropriate behaviors
Sets a positive example for guest relations
Displays outstanding hospitality skills
Empowers employees to provide excellent customer service
Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
Provides feedback to employees based on observation of service behaviors
Handles guest problems and complaints effectively
Interacts with guests to obtain feedback on product quality and service levels
Implements the customer recognition/service program, communicating and ensuring the process
Ensures compliance with all Front Office policies, standards and procedures
Monitors adherence to all credit policies and procedures to reduce bad debts and rebates
Provides information to supervisors and co-workers 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 updates the executives, the peers and the subordinates on relevant information in a timely manner
Functions in place of the Front Office Manager in his/her absence
Communicates critical information from pre- and post-convention meetings to the Front Office staff
Participates in department meetings

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

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Assistant Guest Relations Manager

Job Description

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