Duty Manager

Role Overview

Duty Manager at Marriott. The Duty Manager serves as the property Manager on Duty, overseeing all property operations and representing property management in resolving guest and property-related situations.

Role Purpose

To oversee all property operations while ensuring the highest levels of hospitality and service are provided, managing the guest experience, maintaining property profitability, and supporting Human Resources activities.

Key Responsibilities

Property Operations and Guest Relations

• Maintain a strong working relationship with all departments to support property operations and goals and to expedite problem resolution.
• Communicate any variations to established norms to the appropriate department in a timely manner.
• Send copy of MOD report to all departments on a daily basis.
• Strive to improve service performance.
• Ensure compliance with all policies, standards and procedures.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
• Manage the flow of questions and direct guests within the lobby.
• Serve as Guest Relations Manager and handle the tracking of service issues.

Profitability Goals

• Understand and comply with loss prevention policies and procedures.
• Review staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Review 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.

Guest Experience Management

• Intervene 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.
• Empower employees to provide excellent customer service.
• Provide immediate assistance to guests as requested.
• Serve as a leader in displaying outstanding hospitality skills.
• Set a positive example for guest relations.
• Respond to and handle guest problems and complaints.
• Ensure employees understand customer service expectations and parameters.
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction.
• Record guest issues in the guest response tracking system.

Human Resources Support

• Participate as needed in the investigation of employee and guest accidents.
• Observe service behaviors of employees and provide feedback to individuals.
• Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Celebrate successes and publicly recognize the contributions of team members.
• Ensure employees are cross-trained to support successfully daily operations.
• Ensure 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.
• Understand and, if necessary, implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, and other emergencies.

Qualifications & Experience

• High school diploma or GED and 4 years experience in 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 and 2 years experience in guest services, front desk, housekeeping, or related professional area.

Additional Information

Marriott International is dedicated to being 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. Marriott is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.