Manager on Duty

Marriott Hotels Resorts•Tampa, FL

About The Position

JOB SUMMARY Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Documents and works to resolve any guest concerns or property incidents. Manages the flow of questions and directs guests within the lobby. Handles the tracking of service issues. CANDIDATE PROFILE Education and Experience High school diploma or GED; 4 year’s experience in the 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; 2 years experience in the guest services, front desk, housekeeping, or related professional area. CORE WORK ACTIVITIES Supporting Property Operations and Guest Relations Needs Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property. Communicates any variations to the established norms to the appropriate department in a timely manner. Sends copy of MOD report to all departments on a daily basis. Strives to improve service performance. Ensures compliance with all policies, standards and procedures. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Supporting Profitability Goals Understands and complies with loss prevention policies and procedures. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Managing the Guest Experience Intervenes in any guest/associate situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and associate well being is preserved. Empowers associates to provide excellent customer service. Provides immediate assistance to guests as requested. Serves as a leader in displaying outstanding hospitality skills. Sets a positive example for guest relations. Responds to and handles guest problems and complaints. Verifies that associates understand customer service expectations and parameters. Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction. Participates in the development and implementation of corrective action plans to improve guest satisfaction. Records guest issues in the guest response tracking system. Assisting Human Resources Activities Observes service behaviors of associates and provides feedback to individuals. Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance. Celebrates successes and publicly recognizes the contributions of team members. Conducts disciplinary procedures and documentation according to Standard and Local Operating Procedures (SOPs and LSOPS) Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Requirements

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

Responsibilities

Serves as the property Manager on Duty and oversees all property operations
Documents and works to resolve any guest concerns or property incidents
Manages the flow of questions and directs guests within the lobby
Handles the tracking of service issues
Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property
Communicates any variations to the established norms to the appropriate department in a timely manner
Sends copy of MOD report to all departments on a daily basis
Strives to improve service performance
Ensures compliance with all policies, standards and procedures
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
Understands and complies with loss prevention policies and procedures
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
Intervenes in any guest/associate situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and associate well being is preserved
Empowers associates to provide excellent customer service
Provides immediate assistance to guests as requested
Serves as a leader in displaying outstanding hospitality skills
Sets a positive example for guest relations
Responds to and handles guest problems and complaints
Verifies that associates understand customer service expectations and parameters
Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction
Participates in the development and implementation of corrective action plans to improve guest satisfaction
Records guest issues in the guest response tracking system
Observes service behaviors of associates and provides feedback to individuals
Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance
Celebrates successes and publicly recognizes the contributions of team members
Conducts disciplinary procedures and documentation according to Standard and Local Operating Procedures (SOPs and LSOPS)
Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc