Duty Night Manager

POSITION SUMMARY

Serves as the property Manager on Duty and oversees all property operations especially during the overnight shift. Ensures that the highest levels of hospitality and service are provided during the overnight shift. Represents property management in resolving any guest or property related assisting in resolving any issues and completing tasks.

夜間シフトにおける当館のマネージャーオンデューティMODとして館内全体の運営管理を担っていただくポジションです
夜間においても最高水準のホスピタリティおよびサービスが提供されていることを確認し円滑な運営を徹底していただきます
ゲスト対応や施設運営に関する各種事案についてはホテル運営を代表してご対応いただきます
また必要に応じて現場に入り問題解決および業務遂行を行っていただきます

本ポジションは管理職ではございません

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None

CRITICAL TASKS

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.
Ensures supervisors maintain adequate levels of department supplies.
Ensures all employees are in proper uniform and are properly groomed (grooming standards in employee handbook).
Ensures employees are working in a safe environment.
Manages all period-end inventories.
Directs monitors and assists all overnight staff.
Ensures guest tracking scores and employee opinion survey goals are achieved.

Managing the Guest Experience
Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained guest satisfaction is achieved and employee wellbeing 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.
Records guest issues in the guest response tracking system.

Supporting Profitability and Revenue Goals
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.
Assists in the response and resolution of all guest issues received directly from guests or from the team.
Monitors that the supervisor is researching/processing all chargebacks and rebates on a timely basis.
Administers plans and actions to keep chargebacks and rebates to a minimum.
Ensures all employees are adhering to proper cash handling procedures and monitors overage/shortages.
Manages employee hours.
Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues.

Supporting Human Resources Activities
Promotes participation in property safety-related programs.
Monitors employee attendance and records absences/tardiness.
Promotes teamwork and employee morale.
Keeps employees informed regarding new operational procedures standards or programs.
Assists supervisors in handling employee performance issues (e.g. performance reviews counseling and recommendations).
Ensures all employees have complete knowledge of emergency procedures.

MANAGEMENT COMPETENCIES
Leadership
Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing Marriott in alignment with its values.
Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
Managing Execution
Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating focusing and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required
Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
Building Relationships
Coworker Relationships - Interacting with others in a way that builds openness trust and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions consistent with Marriotts Spirit to Serve.
Learning and Applying Professional Expertise
Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
oDetail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.
oGeneral Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g. Engineering/Maintenance Event Management Finance and Accounting Human Resources Legal/Contracting Food and Beverage Guest Services/Front Desk Sales & Marketing Security/Loss Prevention Retail/Gift Shops Spa and Recreation/Health Club).
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
oBasic Computer Skills - Using basic computer hardware and software (e.g. personal computers word processing software Internet browsers etc.).
oMathematical Reasoning - The ability to add subtract multiply or divide quickly correctly and in a way that allows one to solve work-related issues.
oOral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
oReading Comprehension - Understanding written sentences and paragraphs in work related documents.
oWriting - Communicating effectively in writing as appropriate for the needs of the audience.