Duty Manager at Spring Hill Suites by Marriott Lehi at Thanksgiving Point

Nadi, Western, Fiji -

Full Time

Start Date

Immediate

Expiry Date

18 May, 26

Salary

0.0

Posted On

17 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operations Management, Guest Services, Front Desk Operations, Conflict Resolution, Staff Supervision, Financial Acumen, Interpersonal Communication, Team Leadership, Customer Satisfaction, Coaching, Policy Enforcement, Credit Control, Revenue Maximization, Problem Solving, Incident Reporting, Emergency Handling

Industry

Hospitality

Description

The Duty Manager is responsible for overseeing the hotel’s daily operations and ensuring a seamless guest experience during each shift. This role acts as the primary point of contact for guests and associates in the absence of senior management, ensuring that service standards, safety protocols, and operational procedures are consistently upheld. CORE WORK ACTIVITIES Maintaining Guest Services and Front Desk Goals Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals. Supporting Management of Front Desk Team Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and building mutual trust, respect, and cooperation among team members. Serving as a role model to demonstrate appropriate behaviors. Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Responds to and handles guest problems and complaints. Sets a positive example for guest relations. Observes service behaviors of employees and provides feedback to individuals. Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction. Interacts with guests to obtain feedback on product quality and service levels. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Managing Projects and Policies Implements the customer recognition/service program, communicating and ensuring the process. Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Supervises same day selling procedures to maximize room revenue and control property occupancy. Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures. 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. Supporting Human Resource Activities Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns. Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources. Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job. Participates in employee progressive discipline procedures. Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best solution and solve problems. Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. Performs all duties at the Front Desk as necessary. Runs Front Desk shifts whenever necessary. Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results. Our Benefits Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends Grow, develop, and progress with internationally recognized training programs, unlimited strategic development and exciting career opportunities within the Marriott International group Genuine care for associates’ physical, emotional and financial wellbeing through our Employee Assistance Program Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness Education and Experience Diploma or Degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major Minimum 2–3 years’ experience in Front Office, Guest Services, or another operational leadership role within the hotel industry. Proven experience handling guest concerns, operational challenges, and team supervision. Experience in managing shift operations in a 4‑ or 5‑star hotel environment strongly preferred. Demonstrated ability to lead cross-functional teams effectively. Background in handling emergencies, incident reporting, or security procedures is an advantage. Self-motivated, driven and energized in a fast-paced environment Armed with smart solutions and a can-do attitude Eligible for individuals with working rights in Fiji. 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. When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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Responsibilities

The Duty Manager is responsible for overseeing the hotel’s daily operations and ensuring a seamless guest experience during each shift, acting as the primary point of contact in the absence of senior management. Key activities include maintaining service standards, managing front desk goals, supervising staffing, and handling guest complaints and disputes.