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Guest Relation Manager

https://www.marriott.com Logo

Marriott Bonvoy

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Location:
China , Harbin

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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:

At The Ritz-Carlton Harbin, this role is responsible for processing guest check-ins, ensuring payments and billing, managing daily reports, handling guest requests, assisting management with training and team development, and maintaining the Gold Standards of The Ritz-Carlton. The position involves significant interaction with guests and team members to uphold service quality and company policies.

Job Responsibility:

  • Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key
  • set up accurate accounts for each guest according to their requirements
  • enter Marriott Rewards information
  • ensure rates match market codes, document exceptions
  • secure payment prior to issuing room key, verify/adjust billing
  • compile and review daily reports/logs/contingency lists
  • complete cashier and closing reports
  • supply guests with directions and property information
  • accommodate guest requests, contacting appropriate staff if necessary
  • follow up to ensure requests have been met
  • process all payment types, vouchers, paid-outs, and charges
  • balance and drop receipts
  • count and secure bank at beginning and end of shift
  • obtain manual authorizations and follow all Accounting procedures
  • notify Loss Prevention/Security of any guest reports of theft
  • assist management in training, evaluating, counseling, motivating and coaching employees
  • serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process
  • develop/maintain positive working relationships
  • support team to reach common goals
  • listen and respond appropriately to employee concerns
  • follow company policies and procedures
  • report accidents, injuries, and unsafe work conditions to manager
  • complete safety training and certifications
  • ensure personal appearance is clean and professional
  • maintain confidentiality of proprietary information
  • protect company assets
  • welcome and acknowledge guests
  • anticipate and address guests’ service needs
  • assist individuals with disabilities
  • thank guests with genuine appreciation
  • speak using clear and professional language
  • prepare and review written documents accurately and completely
  • answer telephones using appropriate etiquette
  • ensure adherence to quality standards
  • enter and locate information using computers/POS systems
  • stand, sit, or walk for an extended period of time
  • move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
  • perform other reasonable job duties as requested by Supervisors

Requirements:

  • High school diploma or G.E.D. equivalent
  • at least 1 year of related work experience
  • at least 1 year of supervisory experience
What we offer:
  • Opportunity to work for an equal opportunity employer
  • learning opportunities with Marriott International brands
  • inclusive work environment that values diversity
  • chance to join a global team
  • commitment to non-discrimination

Additional Information:

Job Posted:
September 29, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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