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, collaborative 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 hours 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. Perks & 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