Duty Manager

2 weeks ago

North Ryde, New South Wales, Australia Marriott Full time

Job Summary

The Duty Manager is responsible for overseeing all property operations, ensuring the highest levels of hospitality and service are provided. This role represents property management in resolving any guest or property-related situations, manages the flow of questions and directs guests within the lobby, and serves as Guest Relations Manager, handling the tracking of service issues.

Key Responsibilities

  • 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 the program is followed.
  • Follows up with guest complaints to maximize satisfaction and improve services and operations of the hotel to reduce future occurrences.
  • Liaises with DOSM to communicate and effect promotions and packages available in the 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.
  • Maximizes revenue by ensuring accuracy of rates and liaising with reservations regarding irregularity of bookings.
  • Maximizes revenue by promoting up-sell opportunities at the front desk and ensuring the team is adequately trained and incentivized in programs designed to drive higher room rates.
  • Ensures hotel credit policies are adhered to 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.
  • Ensures 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 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

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.

About Courtyard

Courtyard is passionate about better serving the needs of travelers everywhere. It's what inspired us to create the first hotel designed specifically for business travelers, and it's why the Courtyard experience today empowers our guests, no matter the purpose of their trip. 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.

Join Our Team

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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