Duty Manager

Sheraton Hotels & Resorts; Hong Kong; On-site; HKD 25,000 - 35,000; Full time

Job summary

Sheraton Hotels & Resorts is looking for a Full-Time Guest Services Agent at their Hong Kong location. The position involves processing guest check-ins, managing payment transactions, and ensuring guest satisfaction with professional service.

The ideal candidate will have at least one year of relevant experience and supervisory background. We value our employees' diverse backgrounds and provide an environment of equal opportunity.

Qualifications

• At least 1 year of related work experience in a guest services role.
• At least 1 year of supervisory experience.
• Licenses or certifications not required.

Responsibilities

• Process guest check-ins and verify payment methods.
• Ensure accurate account setup and document exceptions.
• Compile daily reports and closing reports.
• Assist in training and coaching team members.

Skills

Guest service skills

Verbal communication

Attention to detail

Education

High school diploma or G.E.D. equivalent

Job description

Job Number: 26070805

Job Category: Rooms & Guest Services Operations

Location: 20 Nathan Road, Hong Kong, Hong Kong, China

Schedule: Full Time

Position Type: Non-Management

Position Summary

• Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key.
• Set up accurate accounts for each guest according to their requirements.
• Enter Marriott Rewards information.
• Ensure rates match market codes, document exceptions.
• Secure payment prior to issuing room key, verify/adjust billing.
• Compile and review daily reports/logs/contingency lists.
• Complete cashier and closing reports.
• Supply guests with directions and property information.
• Accommodate guest requests, contacting appropriate staff if necessary.
• Follow up to ensure requests have been met.
• Process all payment types, vouchers, paid-outs, and charges.
• Balance and drop receipts.
• Count and secure bank at beginning and end of shift.
• Obtain manual authorizations and follow all Accounting procedures.
• Notify Loss Prevention/Security of any guest reports of theft.
• Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
• Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns.
• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
• Ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Ensure adherence to quality standards.
• Enter and locate information using computers/POS systems.
• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Preferred Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 1 year of related work experience.
• Supervisory Experience: At least 1 year of supervisory experience.
• License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.