Guest Relations Associate

About the Role

This full-time, on-site Guest Relations Associate role is based in Pune City and focuses on delivering a welcoming and seamless experience for guests.

Key Responsibilities

• Greet and assist guests upon arrival.
• Manage check-in and check-out processes.
• Respond promptly and professionally to inquiries and requests.
• Coordinate with front office, housekeeping, and other departments to address guest needs, resolve issues, and ensure service quality.
• Update guest information.
• Handle reservations and special requests.
• Promote hotel services.
• Maintain accurate records in line with brand standards.
• Support loyalty program engagement.
• Follow safety and security procedures.
• Uphold Marriott’s commitment to guest satisfaction and inclusivity.

Qualifications

• Strong guest service and hospitality skills, including professional demeanor, empathy, and a focus on creating positive guest experiences.
• Effective communication and interpersonal skills, with the ability to interact clearly and courteously with guests and team members in person and over the phone.
• Organizational and multitasking abilities to manage check-ins, check-outs, reservations, and guest requests efficiently in a fast-paced environment.
• Basic administrative and computer skills, including use of reservation systems, email, and common office software.
• Problem-solving and conflict-resolution skills to address guest concerns and escalate issues appropriately when needed.
• Ability to work flexible shifts, including evenings, weekends, and holidays, as required in hotel operations.
• Prior experience in front office, customer service, or hospitality is preferred but not mandatory.
• Relevant education in hospitality management, business, or a related field is an advantage.