Assistant Front Desk Manager

Westin Hotels & Resorts; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Marriott International in Gurgaon is seeking an entry-level management professional to lead and assist with daily Front Desk and Guest Services operations. The role covers Bell/Door Staff, Switchboard, and Front Desk, aiming to satisfy guests and employees while meeting the operating budget.

Responsibilities include coaching staff, guiding shift operations, and supporting finance/administrative tasks, ensuring service quality and adherence to policies.

Qualifications

• High school diploma or GED or equivalent required.
• n/a
• 2-year degree in Hotel/Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsibilities

• Lead and assist with daily Front Desk shift requirements (Bell/Door Staff, Switchboard, Guest Services/Front Desk).
• Support day-to-day Front Office operations and guide shift operations.
• Translate performance expectations into coaching and actions for the team.
• Handle employee questions and concerns; support Front Office in the absence of Manager.
• Improve guest service and resolve issues to meet department goals.
• Oversee staffing levels to meet guest service and financial objectives.

Skills

Interpersonal skills

Communication

Leadership

Guest services

Front desk operations

Education

High school diploma or GED

2-year degree in Hospitality/Hotel/Business Administration

Tools

Guest information system

Job description

Job Number: 26085213

Job Category: Rooms & Guest Services Operations

Location: Vatika Complex, Sohna-Gurgaon, Haryana, India, 122103

Schedule: Full Time

Located Remotely?: N

Position Type: Management

Job Summary

Entry 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 Profile

Education And Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
• 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

Supporting 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 builds 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, email, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates 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.

Equal Opportunity Employer

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.