Duty Manager

JOB SUMMARYAssists the Front Office Manager in administering front office functions and supervising staff on a daily basis Front office areas include Bell Door Staff Switchboard and Guest Services Front Desk Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process Ensures guest and employee satisfaction and maximizes the financial performance of the department CANDIDATE PROFILEEducation and Experience High school diploma or GED 2 years experience in the guest services front desk or related professional area OR 2-year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major no work experience required CORE WORK ACTIVITIESSupporting Management of Front Desk Team Utilizes interpersonal and communication skills to lead influence and encourage others advocates sound financial business decision making demonstrates honesty integrity leads by example Encourages and builds mutual trust respect and cooperation among team members Supervises and manages employees Managing all day-to-day operations Understanding employee positions well enough to perform duties in employees absence Ensures employee recognition is taking place on all shifts Establishes and maintains open collaborative relationships with employees Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals Manages day-to-day operations ensuring the quality standards and meeting the expectations of the customers on a daily basis Develops specific goals and plans to prioritize organize and accomplish your work Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others Strives to improve service performance Collaborates with the Front Office Manager on ways to continually improve departmental service Communicates a clear and consistent message regarding the Front Office goals to produce desired results Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention Improves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed Serves as a role model to demonstrate appropriate behaviors Sets a positive example for guest relations Displays outstanding hospitality skills Empowers employees to provide excellent customer service Interacts with customers on a regular basis to obtain feedback on quality of product service levels and overall satisfaction Provides feedback to employees based on observation of service behaviors Handles guest problems and complaints effectively Interacts with guests to obtain feedback on product quality and service levels Managing Projects and Policies Implements the customer recognition service program communicating and ensuring the process Ensures compliance with all Front Office policies standards and procedures Monitors adherence to all credit policies and procedures to reduce bad debts and rebates Additional Responsibilities Provides information to supervisors and co-workers by telephone in written form e-mail or in person Analyzes information and evaluating results to choose the best solution and solve problems Informs and or updates the executives the peers and the subordinates on relevant information in a timely manner Functions in place of the Front Office Manager in his her absence Communicates critical information from pre- and post-convention meetings to the Front Office staff Participates in department meetings 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 the Team Moxy is for Play Seriously The energetic and stylish alternative to the typical hotel experience Moxy is designed for always-on guests seeking fun new experiences in the hotel and city they re in Our lively communal spaces and energetic Crew help guests have a good time by creating moments of spontaneous playfulness Moxy Crew take work seriously but they never take themselves too seriously They delight in creating a light and playful atmosphere and are warm and friendly to those around them welcoming all We re looking for people who love doing it all always think outside the box enjoy chatting it up with guests live in the now but know what s next and have high energy and a do-it-yourself attitude If you re someone who is thoughtful spirited and loves serving up huge doses of fun then take a look at our jobs and see if anything catches your eye In joining Moxy Hotels you join a portfolio of brands with Marriott International Be where you can do your best work xe2x80x8b begin your purpose belong to an amazing globalxe2x80x8b team and become the best version of you