Duty Manager

About the Role

Marriott International is seeking a Duty Manager to oversee property operations in Medina. This full-time role involves serving as the Manager on Duty, ensuring high levels of hospitality and service, and representing property management in guest and property-related situations. The Duty Manager will also manage guest inquiries and track service issues.

Key Responsibilities

• Maintain strong working relationships with all departments to support property operations and goals.
• Communicate variations to established norms to the appropriate departments in a timely manner.
• Distribute the Manager on Duty report to all departments daily.
• Ensure compliance with all policies, standards, and procedures.
• Emphasize guest satisfaction and continuous improvement in departmental meetings.
• Understand and comply with loss prevention policies and procedures.
• Review staffing levels to meet guest service, operational needs, and financial objectives.
• Review financial statements and performance data to measure productivity and identify areas for improvement.
• Intervene in guest/employee situations to maintain property integrity, achieve guest satisfaction, and preserve employee well-being.
• Empower employees to deliver excellent customer service and provide immediate assistance to guests.
• Set a positive example for guest relations and respond to guest problems and complaints.
• Interact with customers regularly to gather feedback on product quality, service levels, and overall satisfaction.
• Participate in developing and implementing corrective action plans to enhance guest satisfaction.
• Record guest issues in the guest response tracking system.

Human Resources Support

• Participate in the investigation of employee and guest accidents as needed.
• Observe employee service behaviors and provide feedback.
• Conduct regular inspection tours of the facility for appearance, safety, staffing, security, and maintenance.
• Recognize team member contributions and celebrate successes.
• Ensure employees are cross-trained to support daily operations effectively.
• Ensure property policies are administered fairly and consistently, and disciplinary procedures are completed according to Standard and Local Operating Procedures (SOPs and LSOPS).
• Understand and implement all emergency plans, including those for accidents, death, elevator issues, thefts, crimes, bombs, and fire.

Qualifications and Experience

Candidates should possess 2-5 years of relevant experience in property operations and guest relations. The role requires a strong understanding of hospitality standards and the ability to manage diverse operational and guest-related situations effectively.

Work Environment

This is a full-time position based in Medina, where the Duty Manager will be an integral part of the property management team, ensuring smooth operations and exceptional guest experiences.