Resort Experience Manager

Marriott Hotels India; Satara; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Marriott Hotels India is looking for a Resort Experience Manager to supervise property operations as Manager on Duty, ensuring top-tier hospitality and service across guest interactions and front desk activities.

The role emphasizes leading guest services teams, resolving guest issues, and maintaining service standards. A 2-year hospitality-related degree is preferred, with relevant experience in guest services.

Qualifications

• High school diploma or GED is required.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsibilities

• Leads guest services teams; demonstrates strong interpersonal and communication skills; maintains guest satisfaction and handles service issues.
• Manages day-to-day hotel operations; supports front desk goals; ensures compliance with SOPs and guest service standards.
• Provides exceptional customer service; responds to guest problems; coaches staff to improve service delivery.
• Implements projects and policies; administers payroll and policy adherence; supports operational efficiency.
• Conducts human resource activities including coaching, performance feedback, and employee development.

Skills

Interpersonal skills

Education

High school diploma or GED

2-year degree in Hospitality or related major

Job description

Resort Experience Manager JOB SUMMARY

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

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

Leading Guest Services Teams

• 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.
• Supervises and manages employees.
• Manages all day-to-day operations.
• Understands employee positions well enough to perform duties in employees' absence.
• Celebrates successes and publicly recognizes the contributions of team members.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Maintaining Guest Services and Front Desk Goals

• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Ensures that regular on‑going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of the department.

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.
• Manages day‑to‑day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Strives to improve service performance.
• Provides immediate assistance to guests as requested.
• Ensures employees understand customer service expectations and parameters.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.

Implementing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
• Manages payroll administration.

Conducting Human Resource Activities

• Identifies the developmental need of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Participates in employee progressive discipline procedures.
• Uses all available on‑the‑job training tools for employees.
• Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Supervises ongoing training initiatives and conducts training when appropriate.
• Participates in the employee performance appraisal process, providing feedback as needed.

Additional Responsibilities

• Provides information to supervisors, co‑workers, and subordinates by telephone, in written form, e‑mail, 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.
• Maintains high visibility in public areas during peak times.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Performs Front Desk duties in high demand times.

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