Duty Manager25055748

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The position 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 PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in 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 ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring quality, standards, and customer expectations are met daily.

• Develops goals and plans to prioritize, organize, and accomplish work.

• Handles complaints, disputes, grievances, and conflicts, or negotiates with others.

• Supervises staffing levels to meet guest service, operational needs, and financial objectives.

• Ensures ongoing communication with employees to create awareness of business objectives, communicate expectations, recognize performance, and achieve desired results.

• Understands the impact of department operations on overall property financial goals and manages to achieve or exceed those goals.

Supporting Management of Front Desk Team

• Uses interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial and business decision-making; demonstrates honesty and integrity; leads by example.

• Builds mutual trust, respect, and cooperation among team members.

• Serves as a role model to demonstrate appropriate behaviors.

• Supervises and manages employees, understands employee duties well enough to perform them in their absence.

• Establishes and maintains open, collaborative relationships with employees.

• Supervises all Front Office areas in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

• Provides services that exceed customer expectations for satisfaction and retention.

• Improves service by understanding guest needs, providing guidance, feedback, and coaching.

• Handles guest problems and complaints effectively.

• Sets a positive example in guest relations.

• Empowers employees to deliver excellent customer service.

• Observes employee service behaviors and provides feedback.

• Interacts with guests to gather feedback on service quality and satisfaction.

• Ensures employees understand customer service expectations.

• Emphasizes guest satisfaction in departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

• Implements customer recognition/service programs.

• Trains staff on credit policies to reduce bad debts and rebates.

• Supervises same-day selling procedures to maximize room revenue.

• Oversees daily Front Desk shift operations, ensuring policy compliance.

• Ensures fair and consistent policy administration, disciplinary procedures, and documentation.

Supporting Human Resource Activities

• Supports employee development through coaching and mentoring.

• Solicits feedback, reviews satisfaction results, and addresses employee concerns.

• Assists in interviewing and hiring suitable candidates.

• Supports onboarding and training for new employees.

• Participates in disciplinary procedures.

Additional Responsibilities

• Communicates effectively via telephone, email, or in person.

• Analyzes information to evaluate and solve problems.

• Keeps management and staff informed of relevant information timely.

• Performs Front Desk duties as needed and runs shifts when necessary.

• Participates in departmental meetings, promoting clear communication of goals.

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 based on protected characteristics, such as disability and veteran status, or any other basis under applicable law.

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