Manager on Duty Protea Hotel Fire & Ice! by Marriott Johannesburg Melrose Arch

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/associate situation as needed to insure the integrity of the property is maintained guest satisfaction is achieved and associate well being is preserved.

Empowers associates 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 associates 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 associate and guest accidents.

Observes service behaviors of associates 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 associates 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.

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.

o General Property Operations - Knowledge of the operating principles and practices of all brand/property-

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.

o Basic Computer Skills - Uses basic computer hardware and software (e.g. personal computers word

processing software Internet browsers etc.).

o Mathematical Reasoning - Demonstrates ability to add subtract multiply or divide quickly correctly and in

a way that allows one to solve work-related issues.

o Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented

through spoken words and sentences.

o Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-

related documents.

o Writing - Communicates effectively in writing as appropriate for the needs of the audience.