Duty Manager

Four Points by Sheraton; Makassar; On-site; IDR 669,600,000 - 1,004,400,000; Full time

Job summary

Four Points by Sheraton is seeking a Property Manager on Duty to oversee all hotel operations and ensure the highest levels of hospitality. You will represent property management in resolving guest or property situations and guide the flow of questions within the lobby.

Lead guest relations, monitor service performance, and coordinate with departments to meet financial and guest-satisfaction goals while maintaining a welcoming, guest-centric environment.

Qualifications

• High school diploma or GED with 4 years guest services/front desk experience.
• 2-year degree in Hotel/Restaurant Management, Hospitality, Business Administration or related field with 2 years guest services/front desk experience.

Responsibilities

• Maintains strong relationships with all departments to support property operations and goals and to resolve problems.
• Communicates variations to established norms to appropriate departments promptly.
• Sends a daily MOD report to all departments.
• Strives to improve service performance.
• Ensures compliance with policies, standards and procedures.
• Leads guest satisfaction efforts and reinforces customer service expectations.

Education

High school diploma or GED; 4 years guest services/front desk experience

2-year degree in Hotel/Restaurant Management, Hospitality, Business Administration or related; 2 years guest services/front desk experience

Job description

Additional InformationJob Number26100282Job CategoryRooms & Guest Services OperationsLocationJalan Andi Djemma No. 130, Makassar South 90222, Indonesia VIEW ON MAPScheduleFull TimeLocated Remotely?NPosition Type ManagementJob SummaryServes 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 PROFILEEducation 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 ACTIVITIESSupporting 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/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Empowers employees 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 employees 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 employee and guest accidents.
• Observes service behaviors of employees 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 employees 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.

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. Where timeless classics are woven with modern details. Where business meets pleasure. Where even when travelers are global, they can experience the local. As a member of the team, you will become part of our united Four Points by Sheraton community where everyone is welcome, we support each other, and every hotel matters. We provide exactly what guests need in an uncomplicated way. If you are seeking opportunities to put guests at ease in a friendly, genuine and approachable environment, join our team. In joining Four Points, 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.