Duty Manager

• Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
• Represents property management in resolving any guest or property related situation.
• Manages the flow of questions and directs guests within the lobby.
• Serves as Guest Relations Manager and handles the tracking of service issues.

CANDIDATE PROFILE:

• Education and Experience:

• High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.
• OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES:

• Supporting Property Operations and Guest Relations Needs:

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Sends copy of MOD report to all departments on a daily basis.
• Strives to improve service performance.
• Ensures compliance with all policies, standards, and procedures.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

• Supporting Profitability Goals:

• Understands and complies with loss prevention policies and procedures.
• Reviews staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

• Managing the Guest Experience:

• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
• Empowers employees to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Ensures employees understand customer service expectations and parameters.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels, and overall satisfaction.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Records guest issues in the guest response tracking system.

• Assisting Human Resources Activities:

• Participates as needed in the investigation of employee and guest accidents.
• Observes service behaviors of employees and provides feedback to individuals.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Celebrates successes and publicly recognizes the contributions of team members.
• Ensures employees are cross-trained to support successful daily operations.
• 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.
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

Marriott International

We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.

We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.