Duty Manager – Marriott International
Marriott International
Hospitality
Role Summary
The Duty Manager at the hotel oversees all property operations to maintain high levels of hospitality and service. This role involves managing guest interactions, resolving issues, supporting operational goals, and ensuring service standards are met across departments.
Job Description
The Duty Manager serves as the property Manager on Duty, overseeing all property operations to ensure the highest levels of hospitality and service. This role involves representing property management in resolving guest or property-related situations, managing guest interactions within the lobby, handling guest relations, and tracking service issues. The Duty Manager supports property operations, profitability goals, guest experience management, and human resource activities to maintain service standards and operational efficiency.
Job Requirements
High school diploma or GED and 4 years of experience in guest services, front desk, housekeeping, or a related professional area, or a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major with 2 years of experience in guest services, front desk, housekeeping, or related area.
Ability to maintain strong working relationships with all departments to support property operations and goals.
Capability to communicate variations to established norms promptly to appropriate departments.
Knowledge of compliance with policies, standards, and procedures.
Understanding of loss prevention policies and procedures.
Ability to review staffing levels to meet guest service, operational needs, and financial objectives.
Skilled in reviewing financial, sales, and activity reports to measure productivity and identify areas for cost reduction and program improvement.
Competency in intervening in guest/employee situations to maintain property integrity, guest satisfaction, and employee well-being.
Ability to empower employees to deliver excellent customer service.
Capability to provide immediate assistance to guests and handle guest problems and complaints.
Leadership in demonstrating hospitality skills and setting a positive example for guest relations.
Experience in interacting with customers to obtain feedback on product quality, service levels, and satisfaction.
Ability to participate in developing and implementing corrective action plans to improve guest satisfaction.
Skill in recording guest issues in the guest response tracking system.
Experience in participating in investigations of employee and guest accidents.
Ability to observe and provide feedback on employee service behaviors.
Capability to conduct regular inspections of the facility for appearance, safety, staffing, security, and maintenance.
Skill in recognizing and celebrating team member contributions.
Ability to ensure cross-training of employees for successful daily operations.
Knowledge of administering property policies fairly and consistently, including disciplinary procedures and documentation.
Understanding and ability to implement emergency plans for accidents, crimes, fires, and other incidents.
Quick Info
Company
Marriott International
Location
Melaka
Salary
Undisclosed
Skills Required
8 skills
Click to submit your application
Required Skills
Hospitality Management
Guest Relations
Service Standards Compliance
Loss Prevention
Staffing And Scheduling
Financial Reporting And Analysis
Conflict Resolution
Emergency Response Planning
Application Tips
- Ensure your resume highlights relevant skills and experience
- Tailor your application to match the role requirements
- Double-check all information before submitting
- Submit your application as soon as possible to increase your chances