Guest Relations Associate - Front Office

Marriott Hotels India; Ernakulam; On-site; INR 200,000 - 300,000; Full time

Job summary

Marriott Hotels India invites applications for a Guest Relations Associate in Front Office. The role focuses on welcoming guests, managing check-ins/check-outs, and coordinating with housekeeping to ensure smooth room status and guest satisfaction.

Customer service, clear communication, and professional appearance are essential as you handle calls, provide directions, and arrange transportation for guests. This mid-level front-office position requires a service-oriented mindset.

Qualifications

• Education: High school diploma or GED equivalent.
• No related work experience.
• No supervisory experience.
• License or Certification: None

Responsibilities

• Process guest check-ins and check-outs and manage room assignments.
• Handle payments, secure keys, and adjust billing.
• Communicate with staff to locate available rooms.
• Operate the front desk switchboard and answer guest calls.
• Coordinate with Housekeeping on room status and guest concerns.
• Provide directions, arrange transportation, and ensure guest satisfaction.

Education

High school diploma or GED equivalent

Job description

Guest Relation Associate - Front Office

POSITION SUMMARY

• Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
• Secure payment; activate/reissue room keys.
• Ensure rates match market codes, document exceptions.
• Verify/adjust billing for guests.
• Communicate to appropriate staff when guests are waiting for an available room.
• Advise guest of messages.
• Clear departures in computer system.
• Coordinate with Housekeeping to track room status and guest concerns.
• File guest paperwork or documentation.
• Operate telephone switchboard station.
• Run and check daily reports, contingency lists, and credit card authorization reports.
• Supply guests with directions and information.
• Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction.
• Arrange transportation for guests/visitors.
• Count and secure bank at beginning and end of shift.
• Cash-guests’ checks, process all payment types, vouchers, paid‑outs, charges, and provide change.
• Notify Loss Prevention/Security of any reports of theft.
• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees.
• Comply with quality assurance standards.
• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None

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.

Experience Level Mid Level