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Marriott Bonvoy Logo Marriott Bonvoy · Hospitality and Tourism

Guest Relations

India, Amritsar Employment contract · Job Posted November 25, 2025
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Job Description

Entry-level management position responsible for leading and assisting with daily shift requirements in Front Office areas such as Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Ensures guest and employee satisfaction, operational budget achievement, and completion of financial and administrative duties. The role involves team management, guest relations, adherence to financial goals, and providing exceptional service.

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 builds mutual trust, respect, and cooperation among team members
  • Serves as a role model to demonstrate appropriate behaviors
  • 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 work
  • Handles complaints, settling disputes, and resolving grievances and conflicts
  • Participates in department meetings and continually communicates consistent messages regarding Front Desk goals to produce desired results
  • Trains staff on adherence to all credit policies and procedures
  • Supervises same-day selling procedures to maximize room revenue and property occupancy
  • Provides services that are above and beyond for customer satisfaction and retention
  • Improves service by communicating and assisting individuals to understand guest needs
  • 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
  • Implements the customer recognition/service program

Requirements

  • High school diploma or GED
  • 2 years experience in the guest services, front desk, or related professional area
  • 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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