Duty Manager

About The Property

Located in the heart of the city at Andrassy Avenue (a UNESCO World Heritage Site), the hotel is housed in the impressive Drechsler Palace on the city’s most luxurious shopping street located directly across from the State Opera House. W Budapest features 151 stylish guest rooms and suites, including one Extreme WOW, the brand’s lux-take on the Presidential Suite.  The hotel offers a destination restaurant and a destination bar, both sure to be embraced by locals as a place to mix and mingle, as well as the signature W Lounge, the brand’s evolution of the traditional hotel lobby, where guests can go to see and be seen. Three meeting and event spaces, including a Great Room for larger celebrations, are available, along with an Away® Spa, FIT® fitness center, and WET® pool. Guests can also expect the W brand’s signature Whatever/Whenever® service philosophy, providing guests whatever they want, whenever they want it. 

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

• EU work authorization
• 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.

Benefits We Offer:

• Healthy meals on duty 
• Room, F&B, Spa and gift shop discount within the Marriott hotel chain in more than 8000 hotels around the world
• Learning and development opportunities
• Travel allowance within Budapest after probation period
• SZÉP card fringe benefit/ ‘cafeteria’ after probation period
• Employee referral bonus
• Discounted breakfast offers at Marriott International hotels in Budapest
• Different employee recognition schemes
• Awards and celebrations (Length of Service Award, Talent of the month etc.)
• Private medical service 
• Other local benefits in Budapest, e.g. discounted theatre, museum, concert tickets etc. 

About The Brand

At W we go all in. We are vibrant, alluring, and personal. We don’t take ourselves too seriously. We are irreverent, energetic, and spontaneous. We have an edge. We are bold, brave, and confident. We do everything with intention. We are sophisticated, thoughtful, and aspirational. W sits alongside luxury and is not confined by it, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. We stimulate our guests to ignite curiosity and expand worlds. We share our guests’ passions, providing insider access to what’s new and what’s next. If you’re ready to create the energetic W scene that is magnetic to everyday connectors around the world, then we invite you to explore a career with W Hotels. W Hotels does not recruit, we cast Talent. 

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.