وصف الوظيفة
Role Overview
Duty Manager at Marriott, based at a Sheraton property. The role manages front desk operations, guest services, and team supervision during assigned shifts.
Company Overview
Sheraton Hotels & Resorts is part of Marriott International's portfolio of brands. Sheraton operates in more than 400 communities worldwide and has been a gathering place since 1937. The company is committed to creating a sense of belonging through engaging experiences and thoughtful service.
Role Purpose
Execute front desk operations with excellence, ensuring accurate guest check-ins, payment processing, and problem resolution while supervising staff and maintaining property standards.
Key Responsibilities
Guest Check-In and Accounts
- Process all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys.
- Set up accurate accounts for each guest upon check-in, including sharewiths, separate room/tax/incidentals, and comp arrangements.
- Block rooms in the computer and identify designated requirements and requests.
Payment Processing and 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.
Guest Services and Problem Resolution
- Follow up with guests regarding satisfaction with guest-related issues.
- Anticipate and address guests' service needs.
- Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
- Contact appropriate individuals or departments, such as Bellperson or Housekeeping, as necessary to resolve guest calls, requests, or problems.
Operations and Coordination
- Coordinate with Housekeeping to track readiness of rooms for check-in.
- Review shift logs and daily memo books and document pertinent information in logbooks.
Staff Management and Development
- 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.
- Develop and maintain positive working relationships with others.
Compliance and 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.
Communication and Documentation
- Speak with others using clear and professional language.
- Prepare and review written documents accurately and completely.
- Answer telephones using appropriate etiquette.
Quality Standards
- Ensure adherence to quality expectations and standards.
Qualifications & Experience
- High school diploma or G.E.D. equivalent.
- At least 1 year of related work experience.
- No supervisory experience required.
Additional Information
- 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.
- Marriott International is an equal opportunity employer committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
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