Duty Manager Jobs

Job Number 23084002
Job Category Rooms & Guest Services Operations
Location JW Marriott Hotel Medan, Jalan Putri Hijau No. 10, Medan, Sumatera Utara, 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

• 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.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Ensures compliance with all policies, standards and procedures.
• Strives to improve service performance.

Supporting Profitability Goals

• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• 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.

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.
• Empowers employees to provide excellent customer service.
• Responds to and handles guest problems and complaints.
• 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.
• Serves as a leader in displaying outstanding hospitality skills.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Sets a positive example for guest relations.
• Records guest issues in the guest response tracking system.
• Ensures employees understand customer service expectations and parameters.

Assisting Human Resources Activities

• 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.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Observes service behaviors of employees and providing feedback to individuals.
• Participates as needed in the investigation of employee and guest accidents.
• Celebrates successes and publicly recognizes the contributions of team members.
• 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.
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.