Duty Manager

JOB SUMMARY

The Duty Manager is responsible for overseeing overall hotel operations during assigned shifts, ensuring the highest standards of guest service, safety, and operational excellence are consistently maintained.

This role serves as the Property Manager on Duty (MOD), representing hotel leadership in managing daily operations, resolving guest concerns, coordinating interdepartmental communication, and supporting business objectives. The Duty Manager ensures seamless hotel operations, drives guest satisfaction, upholds brand standards, and provides leadership and support to associates across all departments.

KEY RESPONSIBILITIES

1. Operations Management

• Oversee the daily operation of the hotel during assigned shifts to ensure smooth and efficient service delivery.
• Maintain strong working relationships with all departments to support operational effectiveness and hotel objectives.
• Monitor operational activities and promptly address any service issues, operational challenges, or deviations from established standards.
• Communicate operational updates and variations to relevant departments in a timely manner.
• Conduct regular property inspections to assess cleanliness, presentation, maintenance, staffing, security, and safety standards.
• Prepare and distribute Daily Manager on Duty (MOD) reports to all departments.
• Ensure all hotel policies, procedures, and brand standards are consistently followed.

2. Leadership & Team Management

• Lead by example and demonstrate exceptional hospitality, professionalism, and service excellence.
• Provide operational guidance and support to associates across all hotel departments.
• Foster teamwork and collaboration to achieve exceptional guest experiences.
• Observe associate service behaviors and provide coaching, feedback, and recognition.
• Ensure associates are cross-trained to support operational requirements and business continuity.
• Promote a positive and productive work environment.
• Celebrate team successes and recognize associate contributions.

3. Guest Experience & Service Excellence

• Serve as the primary point of contact for guest inquiries, complaints, and service recovery situations.
• Respond promptly and professionally to guest concerns, ensuring effective resolution and guest satisfaction.
• Intervene in guest or associate situations as necessary to protect guest satisfaction, associate wellbeing, and the integrity of the property.
• Empower associates to deliver exceptional customer service and exceed guest expectations.
• Interact regularly with guests throughout the property to obtain feedback on service quality and overall experience.
• Record and monitor guest concerns through the guest response tracking system.
• Participate in the development and implementation of corrective action plans to enhance guest satisfaction.
• Set a positive example for guest engagement and hospitality standards.

4. Compliance, Safety & Quality Assurance

• Ensure compliance with company policies, brand standards, SOPs, and LSOPs.
• Support and enforce loss prevention, security, and safety procedures.
• Conduct routine inspections to ensure operational and safety standards are maintained.
• Understand and implement emergency response procedures, including fire, accidents, medical emergencies, theft, security incidents, and natural disasters.
• Participate in investigations involving guest or associate incidents as required.
• Maintain a safe and secure environment for guests, associates, and visitors.

5. Human Resources & Associate Support

• Support Human Resources initiatives by assisting with employee relations matters, investigations, and disciplinary processes when required.
• Provide regular coaching and feedback to associates to enhance service delivery and performance.
• Ensure company policies and procedures are administered fairly and consistently.
• Encourage employee engagement through open communication and recognition.
• Support training and development initiatives that improve operational effectiveness and guest service standards.

6. Financial & Administrative Management

• Monitor staffing levels to ensure guest service standards, operational requirements, and financial objectives are achieved.
• Review operational performance reports and identify opportunities for improvement.
• Analyze departmental productivity and assist in implementing cost-control initiatives.
• Support operational efficiency and revenue optimization efforts.
• Assist management in achieving profitability and business performance goals.

7. Additional Responsibilities

• Act as the hotel's management representative during assigned shifts.
• Serve as the escalation point for operational and guest-related concerns.
• Coordinate closely with department leaders to ensure timely resolution of issues.
• Maintain effective communication with guests, associates, and management.
• Perform any other duties assigned by Hotel Management.

OUR BENEFITS

• Exclusive staff discounts on hotel accommodation and food & beverage across all Marriott International properties for you, your family, and friends.
• Career growth and development through Marriott’s global learning and training programs.
• Access to the Employee Assistance Program supporting physical, emotional, and financial wellbeing.
• Employment with a globally recognized hospitality brand committed to diversity, inclusion, and equal opportunity.
• Duty meals provided.
• Associate transportation provided.
• Prorated unused sick leave paid out at year end.

QUALIFICATION AND EXPERIENCE

• Degree/Diploma in Hospitality, Business Administration, or related field with 2 years of experience
• Proven experience in hotel operations, guest relations, or supervisory/management roles within the hospitality industry.
• Strong guest service, problem-solving, and conflict resolution skills.
• Excellent leadership, decision-making, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills.
• Proficiency in hotel property management systems and Microsoft Office applications.
• Flexibility to work shifts, weekends, and public holidays.
• Demonstrated commitment to delivering exceptional guest experiences and operational