Duty Manager

Role Overview

Duty Manager at Marriott. This role provides essential front-desk and guest services support, handling check-ins, payments, reservations, and operational coordination across the property.

Role Purpose

Deliver efficient guest services and support front-office operations by processing check-ins and payments, resolving guest issues, coordinating with departments, managing shift operations, and assisting in staff development and coaching.

Key Responsibilities

Guest Services & Check-In

• Process all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys.
• Set up accurate guest accounts upon check-in, including sharewiths, separate room/tax/incidentals, and comp arrangements.
• Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
• Anticipate and address guests' service needs.

Payment & Financial Management

• Process all payment types including room charges, cash, checks, debit, and credit.
• Assist staff with expediting problem payments, such as credit card processing issues.
• Count bank at the beginning and end of shift.
• Balance and drop receipts according to Accounting specifications.

Operations & Coordination

• Block rooms in the computer and identify designated requirements and requests.
• Coordinate with Housekeeping to track readiness of rooms for check-in.
• Contact appropriate individuals or departments such as Bellperson and Housekeeping as necessary to resolve guest calls, requests, or problems.
• Review shift logs and daily memo books and document pertinent information in logbooks.

Guest Relations & Follow-Up

• Follow up with guests regarding satisfaction with guest-related issues.

Staff Development & Leadership

• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees.
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.

Workplace Standards & Safety

• Report accidents, injuries, and unsafe work conditions to manager.
• Complete safety training and certifications.
• Follow all company policies and procedures.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Speak with others using clear and professional language.
• Prepare and review written documents accurately and completely.
• Answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Ensure adherence to quality expectations and standards.

Physical Requirements

• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested.

Qualifications & Experience

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 1 year of related work experience.

Additional Information

Marriott International is an equal opportunity employer, dedicated to 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.