Guest Services Associate - Front Office

Westin Hotels & Resorts; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Westin Hotels & Resorts in Mumbai is seeking a Non-Management, Full-Time Front Desk/Guest Services Associate to process guest check-ins and check-outs, manage room assignments, and handle guest requests with professionalism. The role involves securing payments, coordinating with housekeeping, and assisting guests with transportation and information to ensure a seamless stay.

Ideal candidates will have a high school diploma or equivalent; no prior experience required.

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 and check-outs; assign rooms and manage late check-out requests.
• Secure payments; verify billing and issue room keys as needed.
• Coordinate with housekeeping on room status and guest needs.
• Answer calls and guest inquiries; provide directions and information.
• Arrange transportation and handle cash and payments; log transactions.
• Notify Loss Prevention of any theft; follow company policies and safety procedures.
• Maintain professional appearance and confidentiality; greet guests per standards.

Education

High school diploma or G.E.D. equivalent

Job description

Additional Information

• Job Number26140485
• Job CategoryRooms & Guest Services Operations
• Location#2 & 3B Near Chinmayanand Ashram, Powai, Mumbai Mahar 400087, India VIEW ON MAP
• ScheduleFull 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.