Courtyard by Marriott, Mumbai Looking for Front Office Associate at Mumbai Full Time

Policies and Procedures

§ Protect the privacy and security of guests and coworkers.

§ Maintain confidentiality of proprietary materials and information.

§ Perform other reasonable job duties as requested by Supervisors.

Guest Relations

§ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.

§ Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

§ Address guests’ service needs in a professional, positive, and timely manner.

Communication

§ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

§ Speak to guests and co-workers using clear, appropriate and professional language.

Working with Others

§ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Physical Tasks

§ Read and visually verify information in a variety of formats (e.g., small print).

§ Enter and locate work-related information using computers and/or point of sale systems.

§ Stand, sit, or walk for an extended period of time or for an entire work shift.

§ Move, lift, carry,

push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Check-in/Check-out

§ Sign guests up for Marriott Rewards.

Guest Services

§ Answer, record, and process all guest calls, requests, questions, or concerns.