Description

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 qualified 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 underst

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