Hospitality Growth & Partnerships Lead

Pt. Bhinneka Properti Indonesia; Jawa Barat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Jakarta Marriott Hotel Gelora in Jakarta Pusat is seeking a Duty Manager to oversee all property operations and guest relations, ensuring the highest level of hospitality and service. You will represent property management in resolving guest or property issues and guide staff across departments.

The role emphasizes maintaining service excellence, supervising daily operations, and leading by example in delivering outstanding hospitality to guests throughout the property.

Qualifications

• High school diploma or GED; 4 years experience in guest services, front desk, housekeeping, or related area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in guest services, front desk, housekeeping, or related area.

Responsibilities

• Oversee property operations as the Manager on Duty and coordinate departments to resolve guest or property issues.
• Maintain relationships with all departments to support operations and goals; communicate variations to norms promptly.
• Distribute MOD reports to departments daily and strive to improve service performance.
• Ensure compliance with policies, standards and procedures; emphasize guest satisfaction in meetings.
• Review staffing levels to meet guest service and financial objectives; monitor performance data for cost control.
• Intervene in guest or employee situations to maintain property integrity and guest satisfaction.

Skills

Guest services

Front desk

Customer service

Operations coordination

Education

High school diploma or GED

2-year degree in Hotel/Restaurant Management or related field

Job description

Duty Manager - Jakarta Marriott Hotel Gelora

Jakarta Pusat Marriott

Posted 17 days ago

Job Description

**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** One Marriott Drive, Need Address, Jakarta Pusat 10270, Indonesia
VIEW ON MAP ( 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**
- 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/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._