Assistant Guest Relations Manager

Role Overview

Assistant Guest Relations Manager at Marriott International, Sheraton Hotels & Resorts.

Role Purpose

Process guest check-ins and payments, manage front desk operations, maintain accurate guest accounts, and assist management in training and developing team members to deliver exceptional service and operational excellence.

Key Responsibilities

Guest Check-In and Account Management

• Process all guest check-ins, verifying guest identity and form of payment.
• Assign rooms and activate/issue room keys.
• Set up accurate accounts for each guest according to their requirements.
• Enter Marriott Rewards information for all guests.
• Ensure rates match market codes and document exceptions.
• Verify and adjust billing information as needed.

Payment Processing and Cash Management

• Secure payment prior to issuing room key.
• 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.
• Complete cashier and closing reports.

Reporting and Compliance

• Compile and review daily reports, logs, and contingency lists.
• Notify Loss Prevention/Security of any guest reports of theft.
• Report accidents, injuries, and unsafe work conditions to manager.
• Complete safety training and certifications.
• Follow company policies and procedures.
• Maintain confidentiality of proprietary information.

Guest Services and Communication

• Supply guests with directions and property information.
• Accommodate guest requests, contacting appropriate staff if necessary.
• Follow up to ensure requests have been met.
• Welcome and acknowledge guests upon arrival.
• 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.

Team Leadership and Development

• Assist management in training, evaluating, counseling, motivating, and coaching employees.
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Develop and maintain positive working relationships.
• Support team to reach common goals.
• Listen and respond appropriately to employee concerns.

Operations and Systems

• Enter and locate information using computers and POS systems.
• Ensure adherence to quality standards.
• Protect company assets.
• Maintain clean and professional personal appearance.

Qualifications & Experience

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.

Additional Information

• 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.

Marriott International is an equal opportunity employer, welcoming all and providing access to opportunity. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated, and is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.