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 effective 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 new 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.

Marriott Hotels si impegna costantemente per ottimizzare l'arte dell'accoglienza, innovando in ogni occasione e mantenendo il comfort della familiarità in tutto il mondo. In qualità di responsabile dell'accoglienza in Marriott Hotels, contribuirai a mantenere la promessa di una "Meravigliosa ospitalità, sempre", offrendo un servizio attento, sincero e innovativo che sostiene e si fonda su questa tradizione viva. Con un nome che è sinonimo di ospitalità in tutto il mondo, siamo orgogliosi di darti il benvenuto per esplorare opportunità di lavoro con Marriott Hotels. Entrando a far parte di Marriott Hotels ti unirai a un portfolio di brand con Marriott International. Scegli un ambiente dove puoi svolgere al meglio il tuo lavoro, iniziare il tuo percorso verso i tuoi obiettivi, entrare a far parte di un fantastico team globale e diventare la versione migliore di te.

JW Marriott fa parte del portfolio di lusso di Marriott International ed è composto da oltre 100 bellissime proprietà in città d'accesso e in località turistiche uniche di tutto il mondo. JW ritiene che i dipendenti vengano prima di tutto: se i dipendenti sono felici, lo saranno anche i nostri ospiti. I dipendenti JW Marriott sono sicuri di sé, innovativi, autentici, intuitivi e continuano la tradizione del brand che porta il nome del fondatore dell'azienda, J. Willard Marriott. I nostri hotel offrono un'esperienza di lavoro completamente diversa dal resto, in cui farai parte di una comunità e godrai di un vero spirito di squadra con un gruppo eterogeneo di collaboratori. JW crea opportunità di formazione, sviluppo, riconoscimento e, soprattutto, un luogo dove perseguire le proprie passioni in un ambiente di lusso con un'attenzione particolare al benessere olistico. Il trattamento eccezionale degli ospiti inizia dal modo in cui ci prendiamo cura dei nostri dipendenti: è questo il nostro The JW Treatment™. Entrando a far parte di JW Marriott ti unirai a un portfolio di brand con Marriott International. Scegli un ambiente dove puoi svolgere al meglio il tuo lavoro, iniziare il tuo percorso verso i tuoi obiettivi, entrare a far parte di un fantastico team globale e diventare la versione migliore di te.

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