Duty Manager

Position Overview

This role involves managing guest check-ins, confirming identities and payment methods, assigning rooms, and issuing room keys while ensuring precise account setup according to guest needs. The Duty Manager must log Marriott Rewards details, verify rates versus market codes, document any exceptions, and secure payments before key issuance. Daily reports, including cashier and closing summaries, must be compiled and reviewed. The role also involves providing directions and property information, responding to guest requests by coordinating with relevant staff, and ensuring requests are fulfilled. Payment processing covers various types including vouchers and paid-outs, with responsibilities including balancing receipts and securing cash banks during shifts. Manual authorizations and adherence to accounting standards are mandatory, as is alerting Loss Prevention or Security about theft reports.

Team Leadership and Management

The Duty Manager assists in training, evaluating, counseling, motivating, and coaching staff, acting as a role model and first contact for the Fair Treatment/Open Door Policy process. Maintaining positive working relations, supporting teamwork to reach objectives, and addressing employee concerns appropriately are vital duties. The position requires compliance with company policies, reporting safety incidents, completing requisite training, maintaining professional appearance, and safeguarding confidential and company assets.

Guest Services and Communication

Welcoming and acknowledging guests promptly, anticipating their service requirements, assisting guests with disabilities, and expressing genuine gratitude are key service components. Effective, professional oral and written communication skills are necessary, including phone etiquette and documentation accuracy. The Duty Manager must uphold quality standards and proficiently use computers and POS systems. Physical activity includes standing, sitting, or walking for extended periods and handling objects up to 10 pounds.

Preferred Qualifications

• High school diploma or GED equivalent
• Minimum of 1 year related work experience
• At least 1 year supervisory experience
• No specific licenses or certifications required

Company Philosophy

Marriott International is an equal opportunity employer emphasizing a diverse and inclusive workplace. The Luxury Collection Hotels & Resorts, part of Marriott's portfolio with over 120 properties in 35+ countries, focus on providing authentic, culturally rich luxury experiences. Candidates passionate about hospitality, storytelling, and delivering personalized guest services within a diverse global team are encouraged to join.