Duty Manager Part-Time

1 week ago

North Ryde, New South Wales, Australia Marriott International Full time

JOB SUMMARY

Serves as the Duty Manager and oversees all Front Office operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

CANDIDATE PROFILE

Education and Experience


• High school diploma or GED; 1.5 years experience as a Supervisor in the guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES

Responsible for the overall smooth operation of the department on a daily, weekly and annual basis in accordance with Marriott brand standards, operational and local demands. Prepares for arrivals with accurate room allocations and guest preferences, working with Housekeeping Department to ensure readiness of rooms and requests are provided. Works with Reservations and Revenue Management to maximize occupancy by monitoring forward occupancy and room type bookings and adjusting as required. Responsible for monitoring and processing of Virtual Concierge requests. Gives personal attention to VIP, Platinum and return guests of the hotel. Responsible for the Frequent Guest Return Program improving when required and ensuring programme is followed. Follows up with guest complaints to maximize satisfaction and improve services and operations of hotel to reduce future occurrences. Liaises with DOSM to communicate and effect promotions and packages available in hotel as well as purposely working to engage guests from major client bases. Responds to emails from Marriott Guest Services or survey responses in a prompt manner. Maximises revenue by ensuring accuracy of rates and liaising with reservations regarding irregularity of bookings. Maximises revenue by promoting up sell opportunities at front desk and ensuring team is adequately trained and incentivized in programmes designed to drive higher room rates. Ensures hotel credit policies are adhered for all in house guests and monitored on a daily basis. Ensures the security of all cash and hotel property held within the Front Office safe. Ensures the security of hotel keys and keycards and procedures maintained for distribution and collection of keys. Responsible for the accuracy and monitoring of Front Office PM accounts – ensures these are checked out efficiently and in a timely manner Responsible for the ordering of Front Office consumable stock and overseeing Front Office cost control. Responsible for the cashiering accuracy and training of associates liaising with Finance to ensure standards are adhered to and controls maintained as per audit requirements. To keep updated on new products, trends and industry information with respect to Front Office operations, liaising with suppliers as required, managing cost and quality for the best possible arrangement for the hotel. Ensure the Front Office Department has adequate staffing levels at all times and that Service levels are in line with Marriott Operating standards. Good communication and follow up with guest requirements and associates alike is expected, as well as active participation within the department head team as a whole. Responsible for production of Daily Packet – newsletter for hotel. Responsible for implementation of software upgrades to front office systems. Responsible for the maintenance of guest profile information Responsible for the ongoing performance of GSS scores related to Front Office and hotel service. Involved in hotel strategy and revenue design by participation in strategy meetings. Ensures strategies are implemented from the Front Office team. Responsible for the timely monthly analysis of Front Office results and reporting requirements. Responsible for completion of wage forecasting information and roster analysis to ensure maximum control of labour expenditure. Involved in the yearly budget and planning meetings for hotel and front office department. Finance/Accounting - Knowledge and understanding of financial knowledge, controls, inventory, costs, expenses, and all cash handling procedures and policies.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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