21 Reservation Management Jobs

Guest Interaction and Service Management: Contact appropriate departments (e.g., Sales, Accounting) to resolve guest requests, calls, or issues. Use effective sales techniques, including up-selling, to maximize revenue while ensuring guest loyalty to Marriott. Determine and offer complimentary services or gifts (e.g., rewards points, show tickets) to guests as a gesture of appreciation. Promote awareness of the Marriott brand image internally and externally. Process requests for Marriott Rewards points redemption. Handle all reservation requests, changes, and cancellations via phone, fax, or mail. Enter Marriott Rewards details accurately into the reservation system when processing guest bookings. Answer, record, and resolve guest calls, questions, and concerns in a timely manner. Administrative and Sales Support: Perform general office duties in support of Sales and Marketing (e.g., filing, emailing, typing, faxing). Assist management in training and motivating employees; set a positive example as a role model. Maintain confidentiality of all proprietary information and protect company assets. Team Collaboration and Communication: Welcome and acknowledge all guests according to Marriott's standards; anticipate and address guest service needs. Communicate with others using clear, professional language; answer phone calls with proper etiquette. Develop and maintain positive working relationships with team members to achieve common goals. Monitor the performance of others to ensure adherence to quality expectations and standards. Review and verify information in various formats for accuracy.

Assist staff with resolving payment issues, such as problems processing credit cards or guest billing discrepancies. Follow up with guests to ensure satisfaction regarding service recovery or issue resolution. Process all guest check-ins by confirming reservations, assigning rooms, and issuing/activating room keys. Handle all payment types including cash, checks, debit, and credit cards; accurately set up guest accounts. Anticipate and manage overbooking situations, securing alternative accommodations for guests as needed. Block rooms and manage special requests and requirements in the property management system. Coordinate with Bell Services and Housekeeping to ensure room readiness and service delivery. Document and review relevant information in shift logs and memo books for operational continuity. Count cash drawer at beginning and end of shift; reconcile and drop receipts in accordance with accounting standards. Support management in staff recruitment, training, scheduling, performance evaluation, and coaching. Enforce safety protocols and company policies; report incidents and complete required safety certifications. Maintain a professional appearance and ensure all guest interactions are courteous and efficient. Foster positive relationships with coworkers and departments to meet team objectives. Stand, sit, or walk for extended periods; handle objects up to 10 pounds. Perform other duties as needed to support hotel operations and guest satisfaction.

Process all guest check-ins, check-outs, room assignments, and late check-out requests accurately and efficiently. Secure payment authorization, activate or reissue room keys, and verify that room rates match applicable market codes; document exceptions. Adjust guest billing as needed; process vouchers, paid-outs, charges, and provide change when appropriate. Communicate with Housekeeping to ensure timely updates on room availability and address guest concerns. Clear departures in the system and update room status; manage and file guest-related documentation. Answer guest inquiries, fulfill service requests, and follow up to ensure satisfaction. Operate the switchboard to handle internal and external calls, messages, and service routing. Run and verify daily reports including contingency lists and credit card authorizations. Arrange guest/visitor transportation when needed; supply accurate local directions and information. Count and reconcile cash bank at beginning and end of shift; cash traveler's checks and handle various forms of payment. Notify Loss Prevention/Security in cases of reported theft or suspicious activity. Follow all safety and company policies, maintain confidentiality, and protect company assets. Greet guests professionally, anticipate their needs, and provide personalized service, including assistance to individuals with disabilities. Maintain a polished personal appearance and comply with quality assurance standards. Communicate effectively with guests and coworkers; support team goals through cooperation and problem-solving. Stand, sit, or walk for extended periods as needed to fulfill shift responsibilities.

Assist staff with resolving payment issues, such as problems processing credit cards or guest billing discrepancies. Follow up with guests to ensure satisfaction regarding service recovery or issue resolution. Process all guest check-ins by confirming reservations, assigning rooms, and issuing/activating room keys. Handle all payment types including cash, checks, debit, and credit cards; accurately set up guest accounts. Anticipate and manage overbooking situations, securing alternative accommodations for guests as needed. Block rooms and manage special requests and requirements in the property management system. Coordinate with Bell Services and Housekeeping to ensure room readiness and service delivery. Document and review relevant information in shift logs and memo books for operational continuity. Count cash drawer at beginning and end of shift; reconcile and drop receipts in accordance with accounting standards. Support management in staff recruitment, training, scheduling, performance evaluation, and coaching. Enforce safety protocols and company policies; report incidents and complete required safety certifications. Maintain a professional appearance and ensure all guest interactions are courteous and efficient. Foster positive relationships with coworkers and departments to meet team objectives. Stand, sit, or walk for extended periods; handle objects up to 10 pounds. Perform other duties as needed to support hotel operations and guest satisfaction.

Organize, confirm, process, and conduct all guest check-ins and check-outs, room reservations, requests, changes, and cancellations. Secure payment, verify and adjust billing, activate and file room keys. Process all guest requests and relay messages accurately and efficiently. Print contingency lists to keep a record of all guests in case of emergency. Explain room features, provide directions and property/local information to guests. Follow up on unresolved issues or requests from the previous day. Run and review daily reports and logs. Complete cashier and closing reports in the system. Accept and record wake-up call requests and deliver to the correct department. Count and secure cash bank at beginning and end of shift. Process all payment types, correction vouchers, paid-outs, and provide change. Notify Loss Prevention/Security about any guest reports of theft. Adhere to all company policies, safety procedures, and quality standards. Maintain a clean, professional appearance and protect company property and data. Greet and acknowledge all guests, assist with needs, and show appreciation. Communicate clearly and professionally in-person and over the phone. Support team collaboration and maintain positive working relationships. Stand, sit, or walk for extended periods as needed.

Assist staff with resolving payment issues, such as problems processing credit cards or guest billing discrepancies. Follow up with guests to ensure satisfaction regarding service recovery or issue resolution. Process all guest check-ins by confirming reservations, assigning rooms, and issuing/activating room keys. Handle all payment types including cash, checks, debit, and credit cards; accurately set up guest accounts. Anticipate and manage overbooking situations, securing alternative accommodations for guests as needed. Block rooms and manage special requests and requirements in the property management system. Coordinate with Bell Services and Housekeeping to ensure room readiness and service delivery. Document and review relevant information in shift logs and memo books for operational continuity. Count cash drawer at beginning and end of shift; reconcile and drop receipts in accordance with accounting standards. Support management in staff recruitment, training, scheduling, performance evaluation, and coaching. Enforce safety protocols and company policies; report incidents and complete required safety certifications. Maintain a professional appearance and ensure all guest interactions are courteous and efficient. Foster positive relationships with coworkers and departments to meet team objectives. Stand, sit, or walk for extended periods; handle objects up to 10 pounds. Perform other duties as needed to support hotel operations and guest satisfaction.

Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Secure payment; verify and adjust billing. Activate and file room keys. Process all guest requests and relay messages. Print contingency lists to have a record of all guests in case of emergency. Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest. Follow up on any outstanding requests or problems from the previous day and ensure they are resolved. Run and review daily reports/logs. Complete designated cashier and closing reports in the computer system. Accept and record wake-up call requests and deliver to appropriate department. Count bank at beginning and end of shift; secure bank. Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change. Notify Loss Prevention/Security of any guest reports of theft. Follow all 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 all guests according to company standards. Anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time.

Assign rooms based on guest preferences and requests whenever possible. Pre-register designated guests and prepare room key packets in advance. Organize and coordinate check-in and pre-registration procedures for arriving groups. Review, track, and accommodate guest requests for room changes or late check-outs when feasible. Confirm reservations and handle cancellations in the system promptly. Monitor out-of-order rooms and coordinate status updates daily. Ensure all rates match appropriate market codes and document any exceptions. Verify guest billing, make necessary adjustments, and ensure accurate folio management. File guest documentation and ensure proper recordkeeping. Set up and process guest check-ins and check-outs efficiently. Secure valid forms of payment prior to activating room keys. Conduct duplicate reservation checks and manage over-commitments. Block rooms appropriately and manage availability in the system. Run and review daily reports, such as occupancy and arrivals/departures. Follow up with guests to confirm resolution of requests or concerns. Accurately receive, record, and relay messages for guests and staff. Communicate professionally and clearly with guests and coworkers. Collaborate with multiple departments to ensure seamless service. Serve as a role model for departmental procedures and service standards. Maintain a professional appearance and uphold company confidentiality and asset protection standards. Use property management systems and POS tools to locate and enter guest data. Stand, sit, or walk for extended periods while performing guest-facing responsibilities.

Assign rooms based on guest preferences and requests whenever possible. Pre-register designated guests and prepare room key packets in advance. Organize and coordinate check-in and pre-registration procedures for arriving groups. Review, track, and accommodate guest requests for room changes or late check-outs when feasible. Confirm reservations and handle cancellations in the system promptly. Monitor out-of-order rooms and coordinate status updates daily. Ensure all rates match appropriate market codes and document any exceptions. Verify guest billing, make necessary adjustments, and ensure accurate folio management. File guest documentation and ensure proper recordkeeping. Set up and process guest check-ins and check-outs efficiently. Secure valid forms of payment prior to activating room keys. Conduct duplicate reservation checks and manage over-commitments. Block rooms appropriately and manage availability in the system. Run and review daily reports, such as occupancy and arrivals/departures. Follow up with guests to confirm resolution of requests or concerns. Accurately receive, record, and relay messages for guests and staff. Communicate professionally and clearly with guests and coworkers. Collaborate with multiple departments to ensure seamless service. Serve as a role model for departmental procedures and service standards. Maintain a professional appearance and uphold company confidentiality and asset protection standards. Use property management systems and POS tools to locate and enter guest data. Stand, sit, or walk for extended periods while performing guest-facing responsibilities.

Assign rooms based on guest preferences and requests whenever possible. Pre-register designated guests and prepare room key packets in advance. Organize and coordinate check-in and pre-registration procedures for arriving groups. Review, track, and accommodate guest requests for room changes or late check-outs when feasible. Confirm reservations and handle cancellations in the system promptly. Monitor out-of-order rooms and coordinate status updates daily. Ensure all rates match appropriate market codes and document any exceptions. Verify guest billing, make necessary adjustments, and ensure accurate folio management. File guest documentation and ensure proper recordkeeping. Set up and process guest check-ins and check-outs efficiently. Secure valid forms of payment prior to activating room keys. Conduct duplicate reservation checks and manage over-commitments. Block rooms appropriately and manage availability in the system. Run and review daily reports, such as occupancy and arrivals/departures. Follow up with guests to confirm resolution of requests or concerns. Accurately receive, record, and relay messages for guests and staff. Communicate professionally and clearly with guests and coworkers. Collaborate with multiple departments to ensure seamless service. Serve as a role model for departmental procedures and service standards. Maintain a professional appearance and uphold company confidentiality and asset protection standards. Use property management systems and POS tools to locate and enter guest data. Stand, sit, or walk for extended periods while performing guest-facing responsibilities.

Supporting Management of Front Desk Team 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 building mutual trust, respect, and cooperation among team members. Serves as a role model to demonstrate appropriate behaviors. Supports all day-to-day operations. Understands employee positions well enough to perform duties in employees absence. Coaches, counsels and encourages employees. Handles employee questions and concerns. Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager. Guides daily Front Desk shift operations. Communicates performance expectations to employees in accordance with job descriptions for each position. Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results. Strives to improve service performance. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates. Supervises same day selling procedures to maximize room revenue and property occupancy. Understands the impact of Front Desk operations on the overall property financial goals and objectives. 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. Sets a positive example for guest relations. Empowers employees to provide excellent customer service within guidelines. Handles guest problems and complaints seeking assistance from supervisor as necessary. Interacts with guests to obtain feedback on product quality and service levels. Managing Projects and Policies Implementing the customer recognition/service program, communicating and ensuring the process. Assists in the review of comment cards and guest satisfaction results with employees. Ensures employees have the proper supplies and uniforms. Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution. Supporting Handling of Human Resource Activities Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Providing guidance and direction to subordinates, including setting performance standards and monitoring performance. Provides feedback to individuals based on observation of service behaviors. Participates in an ongoing employee recognition program. Conducts training when appropriate. Participates in the employee performance appraisal process. Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best solution and solve problems. Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner. Performs all duties at the Front Desk as necessary. Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations. Complies with loss prevention policies and procedures.

Supporting Management of Front Desk Team 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. Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees absence. Ensures employee recognition is taking place on all shifts. Establishes and maintains open, collaborative relationships with employees. Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Strives to improve service performance. Collaborates with the Front Office Manager on ways to continually improve departmental service. Communicates a clear and consistent message regarding the Front Office goals to produce desired results. Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. 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. Serves as a role model to demonstrate appropriate behaviors. Sets a positive example for guest relations. Displays outstanding hospitality skills. Empowers employees to provide excellent customer service. Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Provides feedback to employees based on observation of service behaviors. Handles guest problems and complaints effectively. Interacts with guests to obtain feedback on product quality and service levels. Managing Projects and Policies Implements the customer recognition/service program, communicating and ensuring the process. Ensures compliance with all Front Office policies, standards and procedures. Monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Additional Responsibilities Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person. Analyzes information and evaluating 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. Functions in place of the Front Office Manager in his/her absence. Communicates critical information from pre- and post-convention meetings to the Front Office staff. Participates in department meetings.

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft. Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. 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

Guest Relations & Issue Resolution: Contact relevant departments (e.g., Sales, Data Admin, Accounting) to resolve guest issues Answer, record, and address guest calls, questions, and requests promptly Welcome and acknowledge guests per company standards Anticipate guest service needs and express genuine appreciation Sales & Loyalty Services: Use sales techniques such as up-selling to maximize revenue Maintain and enhance guest loyalty while promoting Marriott offerings Determine and offer appropriate guest complimentaries (e.g., rewards points, gift vouchers) Promote internal and external brand image awareness Reservations & Rewards Processing: Handle all reservation requests, changes, and cancellations via phone, fax, or mail Enter Marriott Rewards information accurately into booking systems Process reward redemption requests efficiently Administrative & Team Support: Perform general office duties (filing, typing, emailing, faxing) for Sales & Marketing support Assist management in employee training and motivation efforts Monitor team performance to ensure quality standards are met Communication & Professionalism: Communicate clearly and professionally in both speech and writing Follow telephone etiquette; review and prepare written documents accurately Maintain clean and professional appearance, and protect proprietary information Team Collaboration & Physical Requirements: Support team objectives and maintain positive relationships with coworkers Respond effectively to employee concerns Read and verify various types of information Lift, move, carry, or push items up to 10 pounds independently Perform additional reasonable duties as assigned.

Guest Relations & Issue Resolution: Contact relevant departments (e.g., Sales, Data Admin, Accounting) to resolve guest issues Answer, record, and address guest calls, questions, and requests promptly Welcome and acknowledge guests per company standards Anticipate guest service needs and express genuine appreciation Sales & Loyalty Services: Use sales techniques such as up-selling to maximize revenue Maintain and enhance guest loyalty while promoting Marriott offerings Determine and offer appropriate guest complimentaries (e.g., rewards points, gift vouchers) Promote internal and external brand image awareness Reservations & Rewards Processing: Handle all reservation requests, changes, and cancellations via phone, fax, or mail Enter Marriott Rewards information accurately into booking systems Process reward redemption requests efficiently Administrative & Team Support: Perform general office duties (filing, typing, emailing, faxing) for Sales & Marketing support Assist management in employee training and motivation efforts Monitor team performance to ensure quality standards are met Communication & Professionalism: Communicate clearly and professionally in both speech and writing Follow telephone etiquette; review and prepare written documents accurately Maintain clean and professional appearance, and protect proprietary information Team Collaboration & Physical Requirements: Support team objectives and maintain positive relationships with coworkers Respond effectively to employee concerns Read and verify various types of information Lift, move, carry, or push items up to 10 pounds independently Perform additional reasonable duties as assigned.

Guest Relations & Issue Resolution: Contact relevant departments (e.g., Sales, Data Admin, Accounting) to resolve guest issues Answer, record, and address guest calls, questions, and requests promptly Welcome and acknowledge guests per company standards Anticipate guest service needs and express genuine appreciation Sales & Loyalty Services: Use sales techniques such as up-selling to maximize revenue Maintain and enhance guest loyalty while promoting Marriott offerings Determine and offer appropriate guest complimentaries (e.g., rewards points, gift vouchers) Promote internal and external brand image awareness Reservations & Rewards Processing: Handle all reservation requests, changes, and cancellations via phone, fax, or mail Enter Marriott Rewards information accurately into booking systems Process reward redemption requests efficiently Administrative & Team Support: Perform general office duties (filing, typing, emailing, faxing) for Sales & Marketing support Assist management in employee training and motivation efforts Monitor team performance to ensure quality standards are met Communication & Professionalism: Communicate clearly and professionally in both speech and writing Follow telephone etiquette; review and prepare written documents accurately Maintain clean and professional appearance, and protect proprietary information Team Collaboration & Physical Requirements: Support team objectives and maintain positive relationships with coworkers Respond effectively to employee concerns Read and verify various types of information Lift, move, carry, or push items up to 10 pounds independently Perform additional reasonable duties as assigned

Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience. No matter what position you are in, there are a few things that are critical to success - creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts - to get it right for our guests and our business each and every time. 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

Maintaining Guest Services and Front Desk Goals Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. 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. Understands the impact of department s operations on the overall property financial goals and objectives and manages to achieve or exceed goals. Supporting Management of Front Desk Team 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 building mutual trust, respect, and cooperation among team members. Serving as a role model to demonstrate appropriate behaviors. Supervises and manages employees. Manages all day-to-day operations. Understands employee positions we'll enough to perform duties in employees absence. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager. 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. Responds to and handles guest problems and complaints. Sets a positive example for guest relations. Empowers employees to provide excellent customer service. Observes service behaviors of employees and provides feedback to individuals. Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction. Ensures employees understand customer service expectations and parameters. Interacts with guests to obtain feedback on product quality and service levels. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Managing Projects and Policies Implements the customer recognition/service program, communicating and ensuring the process. Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Supervises same day selling procedures to maximize room revenue and control property occupancy. Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures. 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. Supporting Human Resource Activities Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns. Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources. Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job. Participates in employee progressive discipline procedures. Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating 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. Performs all duties at the Front Desk as necessary. Runs Front Desk shifts whenever necessary. Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

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. Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees absence. Ensures employee recognition is taking place on all shifts. Establishes and maintains open, collaborative relationships with employees. Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Strives to improve service performance. Collaborates with the Front Office Manager on ways to continually improve departmental service. Communicates a clear and consistent message regarding the Front Office goals to produce desired results. Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. 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. Serves as a role model to demonstrate appropriate behaviors. Sets a positive example for guest relations. Displays outstanding hospitality skills. Empowers employees to provide excellent customer service. Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Provides feedback to employees based on observation of service behaviors. Handles guest problems and complaints effectively. Interacts with guests to obtain feedback on product quality and service levels. Managing Projects and Policies Implements the customer recognition/service program, communicating and ensuring the process. Ensures compliance with all Front Office policies, standards and procedures. Monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Additional Responsibilities Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person. Analyzes information and evaluating 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. Functions in place of the Front Office Manager in his/her absence. Communicates critical information from pre- and post-convention meetings to the Front Office staff. Participates in department meetings.

Welcome guests, manage reservations, escort customers to tables, maintain waitlists, provide menus, coordinate with staff, and ensure a pleasant dining experience through professional hospitality.

As a Relationship Manager at Club Mahindra, you will build strong member relationships, drive sales and upgrades, assist with vacation bookings, handle complaints, provide concierge services, and ensure a superior holiday experience, while meeting sales targets and enhancing member loyalty.