Duty Manager
MarriottJob Description
Job Summary
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.
- 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.
Managing the Guest Experience
- Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained.
- Empowers employees to provide excellent customer service.
- Provides immediate assistance to guests as requested.
- Serves as a leader in displaying outstanding hospitality skills.
- Responds to and handles guest problems and complaints.
- Interacts with customers on a regular basis to obtain feedback on quality of product and service levels.
- Participates in the development and implementation of corrective action plans.
- 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 successfully daily operations.
- Ensures property policies are administered fairly and consistently.
- Understands and implements all emergency plans including accident, death, elevator, thefts, crimes, bombs, fire, etc.
About Marriott International
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
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