Duty Manager - Four Points By Sheraton Bintan, Lagoi Bay

Job Number 23158817
Job Category Rooms & Guest Services Operations
Location Four Points by Sheraton Bintan Lagoi Bay, Jalan Gurindam Duabelas Lot B12 Mix S3, Lagoi Bay, Kecamatan Teluk Sebong, Kabupaten Bintan, Indonesia, Indonesia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
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. 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; 4 years 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

• Strives to improve service performance.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• 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.
• Sends copy of MOD report to all departments on a daily basis.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Ensures compliance with all policies, standards and procedures.

Supporting Profitability Goals

• Understands and complies with loss prevention policies and procedures.
• 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.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

Managing The Guest Experience

• Provides immediate assistance to guests as requested.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Sets a positive example for guest relations.
• Serves as a leader in displaying outstanding hospitality skills.
• Records guest issues in the guest response tracking system.
• Ensures employees 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.
• Responds to and handles guest problems and complaints.
• Empowers employees to provide excellent customer service.

Assisting Human Resources Activities

• 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.
• Participates as needed in the investigation of employee and guest accidents.
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
• Observes service behaviors of employees and providing feedback to individuals.
• Ensures employees are cross-trained to support successfully daily operations.

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.
Where timeless classics are woven with modern details. Where business meets pleasure. Where even when travelers are global, they can experience the local. As a member of the team, you will become part of our united Four Points by Sheraton community where everyone is welcome, we support each other, and every hotel matters. We provide exactly what guests need in an uncomplicated way. If you are seeking opportunities to put guests at ease in a friendly, genuine and approachable environment, join our team. In joining Four Points, 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.