Duty Manager

POSITION SUMMARY

Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff Club and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.
The Assistant Manager (Duty Manager) will be assigned duties in both the Front Desk and Club Lounge to:
Build cross-functional expertise
Expand operational knowledge
Foster a guest-centric mindset by delivering flexible high-quality service across all touchpoints
Assignments will be communicated in advance specifying whether the focus will be on the Front Desk or Club Lounge to ensure smooth scheduling and preparation.

CRITICAL TASKS
Supporting Management of Front Desk / Club Team
Utilizes interpersonal and communication skills to lead influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust respect and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supports all day-to-day operations.
Understands employee positions well enough to perform duties in employees absence.
Coaches counsels and encourages employees.
Handles employee questions and concerns.
Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
Guides daily Front Desk shift operations.
Communicates performance expectations to employees in accordance with job descriptions for each position.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals
Manages day-to-day operations ensuring the quality standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize organize and accomplish your work.
Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others.
Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
Strives to improve service performance.
Supervises staffing levels to ensure that guest service operational needs and financial objectives are met.
Trains staff in adherence to all credit policies and procedures to reduce bad debts and rebates.
Supervises same day selling procedures to maximize room revenue and property occupancy.
Understands the impact of Front Desk operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed.
Sets a positive example for guest relations.
Empowers employees to provide excellent customer service within guidelines.
Handles guest problems and complaints seeking assistance from supervisor as necessary.
Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies
Implementing the customer recognition/service program communicating and ensuring the process.
Assists in the review of comment cards and guest satisfaction results with employees.
Ensures employees have the proper supplies and uniforms.
Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities
Identifying the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills.
Providing guidance and direction to subordinates including setting performance standards and monitoring performance.
Provides feedback to individuals based on observation of service behaviors.
Participates in an ongoing employee recognition program.
Conducts training when appropriate.
Participates in the employee performance appraisal process.

Additional Responsibilities
Provides information to supervisors co-workers and subordinates by telephone in written form e-mail or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updates the executives peers and the subordinates on relevant information in a timely manner.
Performs all duties at the Front Desk as necessary.
Understands the functions of the Bell Staff Switchboard and Concierge/Guest Services operations.
Complies with loss prevention policies and procedures.

MANAGEMENT COMPETENCIES
Leadership
Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
Problem Solving and Decision Making - Identifies and understands issues problems and opportunities; obtains and compares information from different sources to draw conclusions develop and evaluate alternatives and solutions solve problems and choose a course of action.
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates focuses and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships
Coworker Relationships - Interacts with others in a way that builds openness trust and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the companys service standards.
Global Mindset - Supports employees and business partners with diverse styles abilities motivations and/or cultural perspectives; utilizes differences to drive innovation engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
Business Acumen - Understands and utilizes business information to manage everyday operations.
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
oFront Desk - Knowledge of procedures and policies for check-in/check-out; pre-arrival planning; Marriott Rewards Program; Corporate-sponsored programs; Property based systems; vendors products services and merchandise; front desk supply management; room inventory management.
oComputer Skills - The ability to use computer systems and software packages to input access modify store or output information or to execute programs or analyses. This includes the ability to enter and retrieve data from computer systems using a keyboard mouse or trackball. Basic trouble shooting skills for computers printers and in room guest technologies. Ability to adapt to changing technologies.
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
oBasic Computer Skills - Uses basic computer hardware and software (e.g. personal computers word processing software Internet browsers etc.).
oMathematical Reasoning - Demonstrates ability to add subtract multiply or divide quickly correctly and in a way that allows one to solve work-related issues.
oOral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
oReading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
oWriting - Communicates effectively in writing as appropriate for the needs of the audience.

CANDIDATE PROFILE

Education and Experience
High school diploma or GED; 2 years experience in the 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.