Manager on Duty - Hotel Arts Barcelona

Marriott•Albuquerque, NM

13d

About The Position

The Manager on Duty oversees hotel operations and represents property management in resolving guest- and property-related situations. The role manages the flow of questions and directs guests in the lobby, serves as Guest Relations Manager, and tracks service issues. It works closely with departments to maintain operational standards, improve service, support financial goals, and ensure guest satisfaction and associate well-being. The position also supports human resources activities, staff development, facility inspections, and implementation of emergency plans. The role is at Hotel Arts Barcelona and is associated with The Ritz-Carlton and Marriott International.

Requirements

High school diploma or GED and 4 years of experience in guest services, front desk, housekeeping, or a related professional area; OR
A 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, and 2 years of experience in guest services, front desk, housekeeping, or a related professional area.

Responsibilities

Oversee property operations and ensure high levels of hospitality and service.
Represent property management in resolving guest- or property-related situations; manage questions and direct guests in the lobby.
Serve as Guest Relations Manager and track guest service issues.
Maintain working relationships with departments to support operations, goals, and prompt problem resolution.
Communicate deviations from established norms to the appropriate department in a timely manner and distribute the MOD report daily.
Promote service improvement and ensure compliance with policies, standards, and procedures.
Emphasize guest satisfaction and continuous improvement in departmental meetings.
Follow loss prevention policies and procedures.
Review staffing levels and performance data to support guest service, operational needs, financial objectives, productivity, and cost or program improvements.
Intervene in guest and associate situations to protect property integrity, guest satisfaction, and associate well-being.
Empower associates and provide immediate assistance to guests; model outstanding hospitality and guest relations.
Handle guest problems and complaints, explain customer service expectations, collect guest feedback, and record issues in the guest response tracking system.
Participate in developing and implementing corrective action plans to improve guest satisfaction.
Participate as needed in investigations of associate and guest accidents.
Observe associate service behaviors and provide feedback.
Conduct regular facility inspection tours covering appearance, safety, staffing, security, and maintenance.
Recognize team members' contributions and ensure associates are cross-trained for daily operations.
Administer property policies fairly and consistently and ensure disciplinary procedures and documentation follow SOPs and LSOPs and support the Peer Review Process.
Understand and, when necessary, implement emergency plans covering incidents such as accidents, deaths, elevator issues, theft, serious crimes, bombs, and fires.
Learn and exemplify The Ritz-Carlton Gold Standards, including its Employee Promise, Credo, and Service Values.