Here are the details of Guest Relations Manager job in Marriott India. This job or placement paper has been sourced from either company website or newspaper or other media and from students who appeared for this job. User is requested to verify the data before applying for the job.
Location MHR Jaipur
Function:- Guest Services/Front Desk
Experience · Varies by size and complexity of property Skills and Knowledge · Extensive knowledge of all hotel departments and their functions and responsibilities · Effective decision making skills · Strong problem-solving skills · Ability to acquire and maintain relationships e.g., associates, customers, vendors · Financial management skills e.g., ability to understand P&L statements, budgets, forecasting and scheduling · Ability to effectively manage labor productivity · Good presentation and platform skills · Strong communication skills (verbal, listening, writing) · Strong organization skills · Ability to use standard software applications and hotel systems · Effective influence skills · Effective conflict management skills · Effective change management skills · Strong customer and associate relation skills · Good training/facilitator skills · Basic legal expertise related to hotel issues. · Knowledge of purchasing, inventory controls, supplies and equipment · Knowledge of overall hotel operations as they affect department · Knowledge of governmental regulations and safety standards (OSHA, EPA, ADA, CFC, NFPA) Education or Certification · High School Diploma or equivalent required; Bachelor’s Degree preferred · Hospitality Management Degree beneficial Business Results Balanced Scorecard Results: Supports strategies and conducts activities to drive financial results, guest satisfaction, human capital index and market share. · Operations: Works with all department managers and associates to meet or exceed guest service expectations. Ensures compliance with Marriott Operating Standards to maintain brand integrity. · Guest Satisfaction: Displays leadership in guest hospitality and sets daily example of operational excellence. Builds customer loyalty through personal interaction and problem resolution. · Human Resources: Participates in the hiring, development and retention of a diverse workforce to deliver excellent products and services. Sustains a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success. · Financial Management: Monitors wages and expenses and makes ongoing adjustments as needed to meet or exceed budget expectations. The following are specific responsibilities and contributions critical to the successful performance of the position: Operations/Property Management · Maintains a strong working relationship with all departments to support hotel operations and goals and to expedite the resolution of any problems that may arise through the general operation of the hotel. · Intervenes in any guest/associate situation as needed to insure the integrity of the hotel is maintained, guest satisfaction is achieved, and associate well being is preserved. · Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance. · Communicates any variations to the established norms to the appropriate department in a timely manner. · Sends copy of MOD report to all departments on a daily basis. · Ensures compliance with all policies, standards and procedures. · Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. · Observes service behaviors of associates and ensures that all uniformed associates are properly attired and groomed, each wearing a nametag. · Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. · Assists with energy conservation efforts by monitoring compliance during hotel tours. · Participates as needed in the investigation of associate and guest accidents. · Understands and complies with loss prevention policies and procedures. · Supervises Concierge and/or Bell Staff, when applicable. · Performs Front Desk duties in high demand times. Guest Satisfaction · Is a leader in displaying outstanding hospitality skills. · Sets a positive example for guest relations. · Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters. · Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance. · Maintains high visibility in public areas during peak times. · Provides immediate assistance to guests as requested. · Is highly interactive with customers on a regular basis throughout the hotel to obtain feedback on quality of product, service levels and overall satisfaction. Effectively responds to and handles guest problems and complaints. · Records guest issues in the guest response tracking system. Tracks all guest issues from various sources and reports results. Identify trends for resolution. · Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation of corrective action plans. · Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Human Resources · Assists as needed in the interviewing and hiring of associate team members with the appropriate skills. · Supports departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job. Ensures associates are cross-trained to support successfully daily operations. · Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate. · Communicates performance expectations in accordance with job descriptions for each position. · Participates in the associate performance appraisal process, providing feedback as needed. · Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team. · Actively solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns. Brings issues to the attention of the appropriate departments and Human Resources as necessary. · Participates in associate progressive discipline procedures. Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and supports the Peer Review Process. · Ensures that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results. · Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place on all shifts. Participates in an on-going associate recognition program.
Responsibilities:- Serves as the hotel Manager on Duty and oversees all hotel operations, ensuring that the highest levels of hospitality and service are provided. Represents hotel management in resolving any guest or hotel related situation. Manages the flow of questions and directs guests within the lobby. Serves as guest relations manager and handles the tracking of service issues.
About Marriott India:-
Marriott India is the Indian division of the Marriott International hotel chain. Marriott was established in 1998 and opened its first hotel, the Goa Marriott Resort, was the first Marriott hotel on 15th Dec 1999. It has hotels in Mumbai, Goa, Hyderabad, Pune, Gurgaon, Ahmedabad and Chennai.\
Why Marriott India - Why Should i join Marriott India?:-
Marriott offer you the opportunity to find the hospitality job and career journey that is right for you. With more than 1100 managed properties and 18 different brands, you'll find us in your neighborhood and in more than 65 countries.
With Marriott’s diverse lines of business, and many brands and disciplines, your career path may take a number of different directions, and you can start the journey to your career destination right here
Address of Marriott India:-
Ramdev Nagar Cross Road,
Satellite Road, Ahmedabad, India 380015
564, Anna Salai, Chennai, India 600018
Miramar Beach,PO Box No 64,
Panaji - Goa, India 403001
Plot no - 27 B, Sector Road,
B Block, Sushant Lok - 1, Sector 27,
Gurgaon Haryana, India 122 002
Tank Bund Road,
Opposite Hussain Sagar Lake,
Hyderabad, India 500080
Juhu Tara Road,
Mumbai, India 400049
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