Front Office Duty Manager – Marriott International

High school diploma or GED with 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 a relevant area.

Ability to maintain strong working relationships with all departments to support property operations and goals.

Skills in communicating deviations from established norms in a timely manner to the relevant departments.

Capability to support and improve service performance while ensuring compliance with policies, standards, and procedures.

Understanding of loss prevention policies and procedures and ability to review staffing levels to meet guest service, operational, and financial objectives.

Experience reviewing financial statements, sales, and activity reports to measure productivity and identify areas for cost reduction and program improvement.

Competence in managing guest experience by intervening in guest/employee situations to maintain property integrity and guest satisfaction.

Ability to empower employees to provide excellent customer service and serve as a leader in hospitality skills.

Skills in responding to and handling guest problems and complaints effectively.

Experience interacting regularly with customers to obtain feedback on service quality and satisfaction.

Involvement in developing and implementing corrective action plans to improve guest satisfaction.

Capability to record guest issues in a tracking system.

Participation in investigating employee and guest accidents when needed.

Ability to observe employee service behaviors and provide feedback.

Experience conducting facility inspection tours for appearance, safety, staffing, security, and maintenance.

Skills in recognizing team member contributions and supporting employee cross-training.

Knowledge of property policy administration, disciplinary procedures, and emergency plan implementation.