JOB SUMMARY

Responsible for the successful functioning of the department. Major
responsibility of the department is to receive all in-house and outside
telephone calls and process requests professionally and correctly. This includes
taking room service orders, receiving and processing all requests for additional
items, directions, correcting any issues and, if necessary, forwarding calls on
to appropriate areas. The Manager needs to ensure the agents’ information is
thorough and up-to-date. Accountable for tracking all guest requests and issues
to use as process improvement tool. Strives to continually improve guest and
employee satisfaction while maximizing 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 skilled 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, ensures the quality, standards and meets the
expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your
work.

• Handles complaints, settles disputes, and resolves grievances and conflicts,
or otherwise negotiates with others.

Managing Projects and Policies

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

• Tracks all guest issues from various sources and report results.

• Ensures guest requests/issues are logged.

• Oversees the financial aspects of the department including purchasing and
payment of invoices.

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
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📌 At Your Service Manager (Mumbai)
🏢 Marriott
📍 Mumbai