Assistant Guest Relations Manager

Job Number 24147861 Job Category Rooms Guest Services Operations Location The Westin Mumbai Garden City Goregaon East Mumbai Maharashtra India Schedule Full-Time Located Remotely N Relocation N Position Type ManagementJOB SUMMARYEntry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements Front office areas include Bell Door Staff Switchboard and Guest Services Front Desk Strives to ensure guest and employee satisfaction and achieve the operating budget Assists in completing financial and administrative responsibilities CANDIDATE PROFILEEducation and Experience High school diploma or GED 2 years experience in the guest services front desk or related professional 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 ACTIVITIESSupporting Management of Front Desk Team Utilizes interpersonal and communication skills to lead influence and encourage others advocates sound financial business decision making demonstrates honesty integrity leads by example Encourages and building mutual trust respect and cooperation among team members Serves as a role model to demonstrate appropriate behaviors Supports all day-to-day operations Understands employee positions well enough to perform duties in employees absence Coaches counsels and encourages employees Handles employee questions and concerns Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager Guides daily Front Desk shift operations Communicates performance expectations to employees in accordance with job descriptions for each position Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals Manages day-to-day operations ensuring the quality standards and meeting the expectations of the customers on a daily basis Develops specific goals and plans to prioritize organize and accomplish your work Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results Strives to improve service performance Supervises staffing levels to ensure that guest service operational needs and financial objectives are met Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates Supervises same day selling procedures to maximize room revenue and property occupancy Understands the impact of Front Desk operations on the overall property financial goals and objectives 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 guest needs providing guidance feedback and individual coaching when needed Sets a positive example for guest relations Empowers employees to provide excellent customer service within guidelines Handles guest problems and complaints seeking assistance from supervisor as necessary Interacts with guests to obtain feedback on product quality and service levels Managing Projects and Policies Implementing the customer recognition service program communicating and ensuring the process Assists in the review of comment cards and guest satisfaction results with employees Ensures employees have the proper supplies and uniforms Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution Supporting Handling of Human Resource Activities Identifying the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills Providing guidance and direction to subordinates including setting performance standards and monitoring performance Provides feedback to individuals based on observation of service behaviors Participates in an ongoing employee recognition program Conducts training when appropriate Participates in the employee performance appraisal process Additional Responsibilities Provides information to supervisors co-workers and subordinates by telephone in written form e-mail or in person Analyzes information and evaluating results to choose the best solution and solve problems Informs and or updating the executives the peers and the subordinates on relevant information in a timely manner Performs all duties at the Front Desk as necessary Understands the functions of the Bell Staff Switchboard and Concierge Guest Services operations Complies with loss prevention policies and procedures Marriott International is an equal opportunity employer We believe in hiring a diverse workforce and sustaining an inclusive people-first culture We are committed to non-discrimination on any protected basis such as disability and veteran status or any other basis covered under applicable law At Westin we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling ensuring they can be the best version of themselves To achieve the brand mission of becoming the preeminent wellness brand in hospitality we need passionate and engaged associates to bring the brand s unique programming to life We want our associates to embrace their own well-being practices both on and off property You are the ideal Westin candidate if you are passionate you are active and take pride in how you maintain your well-being you are optimistic you are adventurous Be where you can do your best work begin your purpose belong to an amazing global team and become the best version of you