Duty Manager

The Luxury Collection; Provinsi Bali; On-site; IDR 420,000,000 - 660,000,000; Full time

Job summary

The Luxury Collection Bali seeks a Property Manager on Duty to oversee all hotel operations, ensuring exceptional hospitality. You will resolve guest and property issues, manage lobby flow, and lead guest relations while directing service recovery and department coordination.

Ideal candidates bring 5–7 years in hotel operations, with 2–3 years in a supervisory role, ideally within a 5-star luxury resort or internationally recognized brand.

Qualifications

• Bachelor's or diploma in hospitality management or related field.
• Strong knowledge of front office operations and guest services.
• Experience in luxury hotel or resort operations preferred.
• Leadership or supervisory experience within a hotel setting.

Responsibilities

• Oversee property operations and guest relations to ensure top hospitality standards.
• Represent property management in resolving guest or property issues.
• Manage lobby flow and customer queries, acting as Guest Relations Manager.
• Lead multiple departments during shifts and drive service improvements.
• Ensure compliance with policies and SOPs; monitor guest satisfaction.

Skills

Front Office operations

Guest services

Resort operations

Guest relations

Leadership

VIP guest handling

Education

Bachelor's Degree or Diploma in Hospitality Management

Hotel Management or related field

Certification in Hospitality Management/Leadership

First Aid and Emergency Response certification

Job description

Job Number

26144415

Job Category

Rooms & Guest Services Operations

Location

One Marriott Drive, Need Address, Bali 80361, Indonesia VIEW ON MAP

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.

CANDIDATE PROFILE

Education And Experience

• Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or related field preferred.
• Strong knowledge of Front Office operations, guest services, and resort operations.
• Certification in Hospitality Management, Leadership, or Revenue Management is an advantage.
• First Aid and Emergency Response certification preferred.
• Minimum 5–7 years of experience in hotel operations, Front Office, Guest Relations, or Rooms Division.
• At least 2–3 years in a supervisory or management role within a luxury hotel or resort.
• Previous experience in a 5-star luxury resort or internationally recognized hospitality brand is highly preferred.
• Proven experience handling VIP guests, guest recovery situations, and operational leadership responsibilities.
• Experience overseeing multiple operational departments during shifts.

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/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.