Guest Service Associate - Front Office

Westin Hotels & Resorts; Mumbai; On-site; INR 180,000 - 240,000; Full time

Job summary

Westin Hotels & Resorts Mumbai is seeking a guest services associate to ensure smooth check-ins and check-outs, handle room assignments, and address guest requests with courtesy and efficiency.

You will collaborate with Housekeeping and security, operate the front desk telephone, process payments, and assist guests with transportation while maintaining brand standards and professional appearance throughout shifts.

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

Responsibilities

• Process guest check-ins, check-outs, room assignments, and late check-out requests.
• Secure payment; activate/reissue room keys; verify billing.
• Coordinate with Housekeeping to track room status and guest concerns; communicate messages.
• Operate telephone switchboard and handle guest calls, requests, questions, or concerns.
• Arrange transportation for guests/visitors.
• Count and secure bank at beginning and end of shift; process payments and vouchers.
• Notify Loss Prevention/Security of any reports of theft.
• Follow company policies; maintain professional appearance; protect company assets.

Education

High school diploma or GED

Job description

Additional Information

• Job Number 26098915
• Job Category Rooms & Guest Services Operations
• Location #2 & 3B Near Chinmayanand Ashram, Mumbai, Maharashtra, India, 400087 VIEW ON MAP
• Schedule Full Time
• Located Remotely? N
• Position Type Non-Management

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.

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.