Duty Manager Full-Time

1 week ago

North Ryde, New South Wales, Australia Marriott Full time

Job Summary

The Duty Manager serves as the property Manager on Duty, overseeing all property operations to ensure exceptional hospitality and service. This role represents property management in resolving guest or property-related situations, managing the flow of questions, and directing guests within the lobby.

Candidate Profile

At least 1 year of experience in guest services, front desk, housekeeping, or a related professional area is required. The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment.

Core Work Activities

  • Responsible for the overall smooth operation of the department, ensuring adherence to Marriott brand standards and local demands.
  • Prepares for arrivals, working with Housekeeping to ensure accurate room allocations and guest preferences.
  • Monitors and processes Virtual Concierge requests, maximizing guest satisfaction and improving services.
  • Gives personal attention to VIP, Platinum, and return guests, ensuring exceptional service and loyalty.
  • Responsible for the Frequent Guest Return Program, improving when required, and ensuring program adherence.
  • Follows up with guest complaints, maximizing satisfaction and improving services and operations.
  • Liaises with DOSM to communicate and effect promotions and packages, engaging guests from major client bases.
  • Responds to Marriott Guest Services or survey responses in a prompt manner.
  • Maximizes revenue by ensuring accuracy of rates, liaising with Reservations regarding irregular bookings.
  • Ensures hotel credit policies are adhered to, monitored daily, and secured.
  • Ensures the security of all cash and hotel property held within the Front Office safe.
  • Responsible for the accuracy and monitoring of Front Office PM accounts, ensuring efficient and timely check-out.
  • Responsible for the ordering of Front Office consumable stock and overseeing cost control.
  • Responsible for cashiering accuracy and training associates, liaising with Finance to ensure standards are adhered to and controls maintained.
  • To keep updated on new products, trends, and industry information, managing cost and quality for the best possible arrangement for the hotel.
  • Ensures the Front Office Department has adequate staffing levels, meeting Marriott Operating standards.
  • Good communication and follow-up with guest requirements and associates are expected, as well as active participation within the department head team.
  • 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.
  • 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 labor expenditure.

About Marriott International

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

About Courtyard

Courtyard is passionate about better serving the needs of travelers everywhere. We're looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve – all while having fun.

About Marriott International Portfolio

In joining Courtyard, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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