Supports all property operations, ensuring that the highest levels of hospitality and service are provided.

- Manages the flow of questions and directs guests within the lobby.
- Supports the tracking and resolution of service issues.

- CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 1 year 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.

- CORE WORK ACTIVITIES Managing Guest Services and Front Desk Operations

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound ficial/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.
- Supervises and manages employees.
- Understanding employee positions well enough to perform duties in employees absence.
- Maintaining Guest Services and Front Desk Goals 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.
- Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Assists with energy conservation efforts by monitoring compliance during property tours.
- Supporting Projects and Policies Related to Guest Experience and Safety Supports implementation of the customer recognition/service program, communicating and ensuring the process.

- Supports regular inspection tours of the entire facility for appearance, safety, staffing,



security, and maintece.
- Sends copy of MOD report to all departments on a daily basis.
- Ensures compliance with all policies, standards and procedures.
- Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc Understands and complies with loss prevention policies and procedures.

- Ensuring and Providing Exceptional Customer Service 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.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.

- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.

- Observes service behaviors of employees and provides feedback to individuals.
- Maintains high visibility in public areas during peak times.
- Provides immediate assistance to guests as requested.

- Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Records guest issues in the guest response tracking system.





- Reviews comment cards and guest satisfaction results with employees.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Managing and Conducting Human Resource Activities

Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

- Additional Responsibilities 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.

- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

- Communicates any variations to the established norms to the appropriate department in a timely manner.
- Participates as needed in the investigation of employee and guest accidents.
- Performs Front Desk duties in high demand times.

- At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to prospect.
- We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.

- Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.

📌 Guest Relations Manager - Female (Panaji)
🏢 Marriott
📍 Panaji