Duty Manager

Role Overview

Duty Manager at Marriott. The Duty Manager serves as the property Manager on Duty and oversees all property operations, ensuring the highest levels of hospitality and service are provided.

Role Purpose

Represent property management in resolving guest and property-related situations. Manage the flow of questions and direct guests within the lobby. Serve as Guest Relations Manager and handle the tracking of service issues while maintaining operational excellence across the property.

Key Responsibilities

Property Operations

• Maintain a strong working relationship with all departments to support property operations and goals.
• Expedite the resolution of any problems that may arise through general property operation.
• Communicate variations to established norms to the appropriate department in a timely manner.
• Send copy of MOD report to all departments on a daily basis.
• Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Ensure compliance with all policies, standards and procedures.

Guest Relations and Experience

• Intervene in any guest or employee situation as needed to ensure the integrity of the property is maintained and guest satisfaction is achieved.
• Provide immediate assistance to guests as requested.
• Respond to and handle guest problems and complaints.
• Serve as a leader in displaying outstanding hospitality skills.
• Set a positive example for guest relations.
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Record guest issues in the guest response tracking system.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
• Strive to improve service performance.

Employee Management and Development

• Empower employees to provide excellent customer service.
• Ensure employees understand customer service expectations and parameters.
• Observe service behaviors of employees and provide feedback to individuals.
• 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.
• Complete disciplinary procedures and documentation according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Participate as needed in the investigation of employee and guest accidents.
• Preserve employee well being in all situations.

Profitability and Loss Prevention

• 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.
• Determine areas needing cost reduction and program improvement.

Emergency and Safety Management

• Understand and, if necessary, implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, and others.

Qualifications & Experience

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

Additional Information

• Marriott International is 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.