Duty Manager

Westin Hotels & Resorts; Mumbai; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Westin Hotels & Resorts in Mumbai seeks a property Manager on Duty to oversee all hotel operations and ensure exceptional hospitality services. You will represent property management, resolve guest or property issues, and manage the flow of questions in the lobby while guiding guests to appropriate staff.

The role requires a high school diploma or GED with 4 years in guest services or related area, or a 2-year degree with 2 years of experience.

Qualifications

• High school diploma or GED with 4 years of experience in guest services or related area.
• 2-year degree with 2 years experience in guest services or related area.

Responsibilities

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of problems.
• Communicates variations to established norms to the appropriate department in a timely manner.
• Sends copy of MOD report to all departments daily.
• Strives to improve service performance and guest satisfaction.
• Ensures compliance with all policies, standards and procedures.
• Emphasizes guest satisfaction in department meetings and focuses on continuous improvement.
• Intervenes in guest/employee situations to maintain property integrity and guest satisfaction.
• Empowers employees to provide excellent customer service.

Education

High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.

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.

Job description

Job Description:

Additional Information

Job Number26114107

Job CategoryRooms & Guest Services Operations

Location#2 & 3B Near Chinmayanand Ashram, Mumbai, Maharashtra, India, 400087 VIEW ON MAP

ScheduleFull 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.

At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.