Manager On Duty - Perth, Australia - Marriott International, Inc

Marriott International, Inc

Verified Company

Perth, Australia

1 week ago

Posted by:

Olivia Brown

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Description

Job Number

Job Category Rooms & Guest Services Operations

Location The Ritz-Carlton Perth, 1 Barrack Street, Perth, Western Australia, Australia VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

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.

2year 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 ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate wellbeing 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.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, peoplefirst culture. We are committed to nondiscrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them.

Attracting the world's top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the "Gold Standards" of The Ritz-Carlton are delivered graciously and thoughtfully every day.

The Gold Standards are the foundation of