Hotel Operations & Guest Relations Leader (Duty Manager)

Gayana Advertise; Pontianak; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Pontianak Marriott is seeking a Duty Manager to lead daily hotel operations, ensure exceptional guest service, and coordinate with all departments. The role acts as Manager on Duty, resolving guest and property issues, while driving service standards and hospitality excellence.

The ideal candidate will have a high school diploma with about 1 year in a related role, strong guest relations skills, and the ability to manage diverse teams in a fast-paced environment.

Qualifications

• High school diploma or GED; 1 year experience in related professional area.

Responsibilities

• Maintains a strong working relationship with all departments to support property operations and goals.
• 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.
• 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.
• Intervenes in any guest/employee situation as needed to ensure 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.
• 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.

Education

High school diploma

Job description

Pontianak Marriott is seeking a Duty Manager to lead daily hotel operations, ensure exceptional guest service, and coordinate with all departments. The role acts as Manager on Duty, resolving guest and property issues, while driving service standards and hospitality excellence.

The ideal candidate will have a high school diploma with about 1 year in a related role, strong guest relations skills, and the ability to manage diverse teams in a fast-paced environment.