About The Opportunity

- This role serves as the property Manager on Duty, overseeing all front office operations at a Marriott property with a focus on delivering exceptional hospitality and service excellence.
- The Guest Relation Manager acts as the primary representative of property management in resolving guest-related issues and ensures seamless lobby operations and service recovery.

Role & Responsibilities
- Lead and supervise the guest services team, demonstrating strong interpersonal and communication skills to influence, coach, and build mutual trust among associates.
- Serve as a role model for appropriate behaviors and ensure associates uphold hospitality standards and operational excellence.
- Manage day-to-day front office operations, including understanding associate roles well enough to perform duties during absences.
- Celebrate team successes and publicly recognize contributions to foster motivation and morale.
- Maintain open, team-oriented relationships with associates and ensure team cohesion.
- Conduct daily operational checks including occupancy, arrivals, departures, and briefing attendance.
- Read and act on GR Log Book and DIR; print and action trace report A136 and pre-arrival screening reports.
- Maintain consistent lobby presence to welcome guests, assist with requests, and resolve issues promptly.
- Review Daily Incident Reports and coordinate with Department Manager for service recovery actions.
- Prepare and maintain welcome drink stations, guest preference sheets, and amenity vouchers for upcoming arrivals.
- Collect and track minimum 3 guest feedbacks daily, update profiles with guest preferences, and report to Guest Voice.
- Print and review guest birthday report (C102) to arrange personalized amenities for celebrating guests.
- Conduct courtesy calls to unwell guests and deliver 'get well soon' cards with amenities.




- Perform random checks on in-house preference sheets and resolve discrepancies with Housekeeping.
- Prepare departure gifts with thank-you notes for elite and long-stay guests departing the next day.
- Interact with elite guests at the Marriott Club to collect feedback and enhance loyalty.
- Conduct courtesy calls and feedback collection for elite and long-stay guests prior to departure.
- Arrange tea/coffee with wake-up calls for Platinum and Gold members and inform AYS accordingly.
- Prepare focus letters for next day arrivals and update the Total Amenity sheet.
- Complete and file daily checklists, trace reports, VIP departure reports, and shift handovers.
- Respond to guest complaints and problems promptly, empowering associates to deliver excellent service.
- Monitor associate service behaviors and provide feedback to improve performance.
- Participate in developing corrective action plans to enhance guest satisfaction.
- Provide immediate assistance to guests and ensure all associates understand customer service expectations.
- Identify developmental needs of team members and provide coaching, mentoring, and on-the-job training.
- Participate in performance appraisals, progressive discipline procedures, and associate satisfaction reviews.
- Communicate effectively via phone, email, or in person with supervisors, peers, and subordinates.
- Analyze information to solve problems and make decisions; maintain high visibility in public areas during peak times.
- Implement all emergency plans including fire,



theft, bomb threats, elevator incidents, and medical emergencies.
- Perform Front Desk duties during high-demand periods to ensure service continuity.

Skills & Qualifications Must-Have

- Proven leadership and interpersonal skills to manage and motivate a guest services team.
- Ability to handle guest complaints, resolve service issues, and implement corrective actions.
- Strong organizational skills to manage daily checklists, reports, and shift handovers.
- Experience with property software systems (e.g., Guestware, FOSSE) for tracking and resolving guest issues.
- Proficiency in basic computer skills including word processing and internet browsers.
- Strong oral and written communication skills to interact with guests and team members.
- Ability to perform basic mathematical calculations for operational tasks.
- Understanding of Marriott’s Spirit to Serve and commitment to delivering exceptional guest experiences.
- Availability to work flexible schedule including peak times and emergencies.

Preferred

- Prior experience in luxury hotel front office or guest relations roles.
- Familiarity with Marriott’s guest rewards programs and property-specific amenities.
- Experience in managing elite guest interactions and personalized service delivery.
- Knowledge of local attractions and ability to provide guest recommendations.

Benefits & Culture Highlights
- Opportunity to lead a dynamic guest services team within a globally recognized hospitality brand.
- Professional development through coaching, mentoring, and training initiatives.
- Exposure to diverse guest interactions and high-impact service recovery scenarios.
- Collaborative work environment that values inclusion, teamwork, and associate recognition.

Skills: amenities,front office,skills,office

📌 Guest Relation Manager (Hyderabad)
🏢 Neuraleap Group
📍 Hyderabad