Duty Manager - Rooms & Guest Services

About the role

This full-time Duty Manager position is based at a Marriott property in Aqaba, Jordan. The manager acts as the property manager on duty, overseeing all property operations so that the highest levels of hospitality and service are delivered, and represents property management in resolving guest and property-related situations. The role also covers guest relations, handling the tracking of service issues.

Key responsibilities

• Maintain strong working relationships with all departments to support property operations and goals, communicate changes to established norms promptly, and send the MOD report to all departments daily.
• Ensure compliance with all policies, standards and procedures, and emphasise guest satisfaction in departmental meetings.
• Support profitability by following loss prevention policies, reviewing staffing levels, and reviewing financial statements, sales and activity reports to identify cost-reduction opportunities.
• Intervene in guest and employee situations to protect the property's integrity, guest satisfaction and employee well-being, and handle guest problems and complaints.
• Empower employees to deliver excellent customer service, collect guest feedback, record guest issues in the guest response tracking system, and help develop corrective action plans.
• Take part in HR activities such as investigating employee and guest accidents, observing service behaviour, conducting regular facility inspections for appearance, safety, staffing, security and maintenance, and recognising team successes.
• Ensure employees are cross-trained, that policies are applied fairly and consistently, and that disciplinary procedures follow SOPs and LSOPS.
• Understand and implement emergency plans for accidents, fires, thefts, violence and other emergencies.

Required profile

• High school diploma or GED, or a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or a related major.
• 4 years of experience in guest services, front desk, housekeeping or a related field, or 2 years of experience with a degree.