GSA, Front Office

About the Role

This position is a Non-Management role within the Rooms & Guest Services Operations category, located at JW Marriott, Chhatrapati Shivaji International Airport, Mumbai.

Key Responsibilities

• Process guest check-ins, check-outs, room assignments, and room change/late check-out requests.
• Secure payment and activate/reissue room keys.
• Ensure rates match market codes and document exceptions.
• Verify and adjust guest billing.
• Communicate to appropriate staff when guests are waiting for an available room.
• Advise guests of messages.
• Clear departures in the computer system.
• Coordinate with Housekeeping to track room status and guest concerns.
• File guest paperwork or documentation.
• Operate the 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 satisfaction.
• Arrange transportation for guests/visitors.
• Count and secure bank at the beginning and end of shift.
• Process payments including checks, all payment types, vouchers, paid-outs, and 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 and 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.

Requirements & Tech Stack

• Computer system (for clearing departures)
• Telephone switchboard station

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.