Manager on Duty

MDM Group Marriotts•Pinecrest, FL

8d•Onsite

About The Position

The Manager on Duty provides visible leadership across hotel operations to ensure exceptional hospitality, service, safety, and operational consistency. The position represents hotel management in resolving guest and hotel-related situations, directs lobby activity, oversees service recovery, and partners with departments to address concerns quickly and effectively. The Manager on Duty maintains a strong presence in public areas, supports Front Desk and guest services during peak periods, and ensures VIP and Elite guests receive personalized experiences. The role oversees daily operations, staffing, service standards, safety, inspections, emergency response, associate development and engagement, guest feedback, and financial performance. It also coordinates VIP and Elite arrivals and accommodations, documents significant incidents, and distributes the daily Manager on Duty report. The position is on-site at Courtyard Miami Dadeland in Miami, Florida, and is scheduled full-time.

Requirements

At least two years of managerial experience in Front Desk or At Your Service operations.
Strong communication and organizational skills.
Working knowledge of PMS and MARSHA.
Ability to lead effectively in a fast-paced environment.

Nice To Haves

Bilingual English/Spanish.

Responsibilities

Provide visible leadership across hotel operations and represent hotel management when resolving guest- and hotel-related situations.
Direct lobby activity, maintain a visible presence in public areas, and support Front Desk and guest services during peak periods.
Provide exceptional hospitality, resolve guest complaints, oversee service recovery, document concerns, and follow issues through resolution.
Coordinate VIP and Elite guest experiences, including pre-arrival contact, special requests, room assignments, pre-blocking, and requested amenities.
Inspect VIP and Elite accommodations and remain available to assist these guests.
Oversee daily hotel operations to maintain quality, safety, service standards, staffing requirements, and guest satisfaction.
Supervise associates, provide direction and feedback, coach and develop team members, and support cross-training and performance appraisal processes.
Support interviewing, hiring, departmental orientation, ongoing training, associate engagement, recognition, and fair administration of associate relations practices.
Conduct regular property tours to evaluate appearance, safety, security, staffing, maintenance, service delivery, and compliance with standards.
Ensure compliance with hotel policies, procedures, emergency plans, loss prevention requirements, and applicable operating procedures.
Review staffing levels and support Front Desk operations; supervise Concierge and/or Bell Staff when applicable.
Implement emergency procedures, assist with investigations involving guest or associate accidents, and communicate concerns to appropriate departments.
Review guest comments and satisfaction results with associates and participate in corrective action planning.
Document significant incidents, service concerns, and operational activity, and distribute the daily Manager on Duty report to appropriate departments.
Communicate relevant guest, staffing, safety, and operational information promptly to executives, peers, associates, and departments.
Support hotel goals and expedite resolution of operational concerns by maintaining working relationships across departments.
Monitor energy-conservation practices during property inspections and daily operations.
Review budgets, operating statements, payroll progress reports, and controllable expenses; manage labor scheduling, time and attendance, and payroll administration using the Labor Management System.
Manage departmental resources to support or exceed budgeted financial objectives.
Perform other duties as assigned to meet business needs.