Guest Service Executive

Marriott Hotels India; Ghaziabad District; On-site; INR 350,000 - 480,000; Full time

Job summary

Marriott Hotels India is seeking an Executive Front Desk/Guest Service professional to answer, record, and process guest calls, requests, questions, or concerns, and to ensure timely resolution and accurate billing.

The role requires clear communication, professional telephone etiquette, and the ability to supervise and coach team members while maintaining guest privacy and safety. Experience in guest services and a high school diploma are preferred.

Qualifications

• High school diploma or GED required.
• At least 1 year of related work experience preferred.
• At least 1 year of supervisory experience preferred.

Responsibilities

• Answer, record, and process all guest calls, requests, questions, or concerns.
• Advise guests and ensure follow-up on outstanding requests and billing accuracy.
• Log guest requests, incidents, adjustments and comment cards; enter information into computers/POS systems.

Skills

Customer service

Clear communication

Telephone etiquette

Team supervision

Education

High school diploma or GED

Job description

At Your Service- Executive POSITION SUMMARY Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem. Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received. Verify and adjust billing. Operate telephone switchboard station. Monitor busy or unanswered lines, check back with callers on hold to update status, take messages. Activate and deactivate guest room message lights. Transfer guests with internet access issues to internet service provider's customer support line. Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls. Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation. Supply guests with directions and property information. Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model. 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; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals. Ensure adherence to quality standards. Enter and locate information using computers/ POS systems. 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: At least 1 year of related work experience.
• Supervisory Experience: At least 1 year of 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 Executive Level