Additional Information
Job Number26096020
Job CategoryRooms & Guest Services Operations
LocationSy No.80/980/10 new survey No.103/B9 and 103/B10 in block no 9 and 10 of shettigere village, Bengaluru, Karnataka, India
ScheduleFull Time
Located Remotely?N
Position Type Management

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

CANDIDATE PROFILE

Education and Experience

- 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.

CORE WORK ACTIVITIES

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.

- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team

- 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.

- Serving as a role model to demonstrate appropriate behaviors.

- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

- Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring 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.

- Responds to and handles guest problems and complaints.





- Sets a positive example for guest relations.

- Empowers employees to provide excellent customer service.

- Observes service behaviors of employees and provides feedback to individuals.

- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.

- Ensures employees understand customer service expectations and parameters.

- Interacts with guests to obtain feedback on product quality and service levels.

- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

- Implements the customer recognition/service program, communicating and ensuring the process.

- Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

- Supervises same day selling procedures to maximize room revenue and control property occupancy.

- Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.

- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Supporting Human Resource Activities

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

- Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.

- Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

- Supports a departmental orientation program for employees to receive the appropriate current hire training to successfully perform their job.

- Participates in employee progressive discipline procedures.

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 updates the executives, the peers and the subordinates on relevant information in a timely manner.

- Performs all duties at the Front Desk as necessary.

- Runs Front Desk shifts whenever necessary.

- Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

At Marriott International, we are dedicated to being an equal opportunity employer,



welcoming all and providing access to opportunity. 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. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

메리어트 호텔은 호텔을 방문하는 전 세계 고객이 항상 감탄이 절로 나오는 편안함을 누릴 수 있도록 힘쓰는 동시에 모든 기회에 혁신을 불어 넣으면서 호스피탈리티 서비스를 예술의 경지로 끌어 올리기 위해 노력하고 있습니다. 여러분은 메리어트 호텔의 주인으로서 살아있는 유산을 유지하고 구축하기 위하여 진심을 담아 미래지향적인 서비스를 고객에게 제공함으로써 '항상 최고의 호스피탈리티 서비스를 제공한다'라는 약속을 실천하게 될 것입니다. 전 세계적으로 호스피탈리티의 대명사인 메리어트 호텔에서 경력을 쌓고자 채용 기회를 탐색하신다면 여러분을 환영합니다. 메리어트 호텔에 입사하면 메리어트 인터내셔널의 브랜드 포트폴리오에 합류하게 됩니다. 최선을 다해 일하고, 목표를 향해 달리며, 훌륭한 글로벌 팀의 일원으로 최고의 나를 만들고 싶다면 메리어트 호텔의 문을 두드리세요.

메리어트 인터내셔널의 럭셔리 포트폴리오에 속해 있는 JW 메리어트는 전 세계 관문도시와 특색 있는 리조트에 위치한 100개 이상의 아름다운 호텔로 구성되어 있습니다. JW는 동료를 최우선으로 생각합니다. 직원이 행복하면 고객도 행복하기 때문입니다. JW 메리어트의 직원들은 자신감 넘치고, 혁신적이며, 진실함과 동시에 직관적입니다. 또한, 직원들은 메리어트 호텔 이름을 따온 설립자 J. 윌러드 메리어트(J.Willard Marriott)의 유산을 계승하고 있습니다.JW 메리어트는 다른 호텔과는 차별화된 업무 경험을 제공하고 있기 때문에 커뮤니티의 일원이 되면, 여러분은 다양한 동료 그룹과 진정한 유대감을 느낄 수 있습니다. JW 메리어트는 직원을 위해 교육, 개발, 인식을 위한 기회를 창출하며, 무엇보다도 총체적인 웰빙에 초점을 맞춰 럭셔리한 환경에서 열정을 추구할 수 있는 공간을 마련해 드립니다. 고객을 특별하게 모시는 것은 JW 메리어트가 직원을 케어하는 방식에서 비롯됩니다. 우리는 이를 JW 트리트먼트(JW Treatment™)라 칭합니다. JW 메리어트에 입사하면 메리어트 인터내셔널의 브랜드 포트폴리오에 합류하게 됩니다. 최선을 다해 일하고, 목표를 향해 달리며, 훌륭한 글로벌 팀의 일원으로 최고의 나를 만들고 싶다면 JW 메리어트의 문을 두드리세요.

📌 Mgr-Front Desk (Bengaluru)
🏢 Marriott International
📍 Bengaluru