Duty Manager

The Ritz-Carlton Hotel Company, L.L.C.; Daerah Khusus Ibukota Jakarta; On-site; IDR 539,374,325 - 809,061,488; Full time

Job summary

The Ritz-Carlton Hotel Company, L.L.C. seeks a Manager on Duty in Jakarta. This role includes overseeing all property operations, ensuring high hospitality levels, and resolving guest-related issues. Strong leadership and communication skills are crucial for managing guest relations and supporting staff across departments.

The ideal candidate should have at least 4 years of experience in the guest services area or relevant qualifications, and a commitment to promoting guest satisfaction is essential.

Qualifications

• High school diploma or GED; 4 years experience in guest services.
• 2-year degree in Hotel Management preferred; at least 2 years experience in guest services.

Responsibilities

• Oversee all property operations as Manager on Duty.
• Resolve guest and property-related situations.
• Manage questions and direct guests in the lobby.

Skills

Guest services

Hospitality management

Problem resolution

Education

High school diploma or GED

2-year degree in Hotel Management or related major

Job description

Additional Information

Job Number: 26070904
Job Category: Rooms & Guest Services Operations
Location: Jl. DR. Ide Anak Agung Gde Agung Kav.E.1.1 no.1, Jakarta, Indonesia, 12950
Schedule: Full Time
Located Remotely?: 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.

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

Supporting Profitability Goals

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

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

Assisting Human Resources Activities

• Participates as needed in the investigation of associate and guest accidents.
• Observes service behaviors of associates and providing feedback to individuals.
• 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.
• Ensures associates are cross‑trained to support successfully daily operations.
• 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.
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

Equal Employment Opportunity Statement

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.