Duty Manager

JOB SUMMARYPosition 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 GED or equivalent degree 1 year 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 ACTIVITIESMaintaining 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 Supervises staffing levels to ensure that guest service operational needs and financial objectives are met Understands the impact of department s operations on the overall property financial goals and objectives and manages to achieve or exceed goals Supporting 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 building mutual trust respect and cooperation among team members Serving as a role model to demonstrate appropriate behaviors 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 Responds to and handles guest problems and complaints Sets a positive example for guest relations Observes service behaviors of employees and provides feedback to individuals Interacts with customers to obtain feedback on quality of product service levels and overall satisfaction Interacts with guests to obtain feedback on product quality and service levels Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement Managing Projects and Policies Implements the customer recognition service program communicating and ensuring the process Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates Supervises same day selling procedures to maximize room revenue and control property occupancy Supervises daily Front Desk shift operations and ensures compliance with all policies standards and procedures 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 Supporting Human Resource Activities Supports the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources Assists as needed in the interviewing and hiring of employee team members with the appropriate skills Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job Participates in employee progressive discipline procedures Additional Responsibilities Provides information to supervisors co-workers and subordinates 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 Performs all duties at the Front Desk as necessary Runs Front Desk shifts whenever necessary Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results 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 Combining timeless glamour with a vanguard spirit St Regis Hotels Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world Beginning with the debut of The St Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility as well as our signature Butler Service We invite you to explore careers at St Regis In joining St Regis 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