Front Desk Manager (Duty Manager)

Position Summary

• Assist staff with expediting problem payments (e.g., problems processing credit card). 
• Follow up with guest regarding satisfaction with guest-related issues. 
• Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. 
• Process all payment types such as room charges, cash, checks, debit, or credit. 
• Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp). 
• Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. 
• Block rooms in the computer and identify designated requirements and requests. 
• Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. 
• Coordinate with Housekeeping to track readiness of rooms for check-in. 
• Drive guest satisfaction score
• Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. 
• Balance and drop receipts according to accounting specifications.
• Able to work on weekends and public holidays
• Able to work on 3 rotation shifts, including night shift

Assist management in training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Perform other reasonable job duties as requested.

Preferred Qualifications

Education: Diploma and above in Hospitality and Tourism

Related Work Experience: At least 2 years of similar experience

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.