Duty Manager

JOB SUMMARY

The Duty Manager is responsible for driving the hotel’s Balance Score Card
which includes GuestVoice results mainly focusing on Overall Satisfaction,
Arrival Experience, Elite appreciation, Staff Service Overall. The Duty Manager
is also responsible for driving the contactless mobility index and shall work
closely with the Loyalty Manager and At Your Service Manager to ensure the goals
are met. The Duty Manager is also the main point of contact for all guests’
concerns, feedbacks and incidents and shall determine the situation for further
escalation to the respective Departmental Leaders and Management team.

Assist Front Office Leaders in training, evaluating, counselling, motivating
and coaching associates; serve as a role model to all associates.
Develop/maintain positive working relationships; support team to reach common
goals; listen and respond appropriately to employee concerns. Follow company
policies and procedures; report accidents, injuries, and unsafe work conditions
to manager; complete safety training and certifications; ensure personal
appearance is clean, professional and adhere to HR grooming standards; maintain
confidentiality of proprietary information; protect company assets.

Welcome and acknowledge guests; anticipate and address guests’ service needs;
assist individuals with disabilities; thank guests with genuine appreciation.
Speak using clear and professional language; prepare and review written
documents accurately and completely; answer telephones using appropriate
etiquette. Ensure adherence to quality standards. Enter and locate information
using computers/POS systems. The Duty Manager must also be able to stand, sit,
or walk for an extended period of time.

JOB DUTIES &
RESPONSIBILITIES
Safety and Security

·
Familiarize with Hotel’s Fire Emergency Announcement System and react
immediately in case of any alarm activated and, works closely with the Hotel’s
CERT team and CMT team.

· Follow property specific procedures
for handling emergency situations (e.g., evacuations, medical emergencies,
natural disasters).

· Report work related accidents, or other injuries
immediately upon occurrence to the Loss Prevention team and to Management.

· Maintain awareness of undesirable persons on property premises.

·
Follow company and department safety and security policies and procedures
to ensure a clean, safe, and secure environment.

· Identify and correct
unsafe work procedures or conditions and/or report them to Management
and security/safety personnel.

· Complete appropriate safety training
and certifications to perform work tasks.

Policies
and Procedures

· Maintain confidentiality of proprietary
materials and information.

· Follow all company and department policies
and procedures.

· Ensure uniform, nametags, and personal appearance
are clean, hygienic, professional and in compliance with company policies
and procedures.

· Protect company tools, equipment, machines, or other
assets in accordance with company policies and procedures.

· To ensure
and follow established procedures and compliance as per LSOP guidelines.

Working with Others

· Support all co-workers
and treat them with dignity and respect.

· Handle all situations
and always act with integrity.

· Handle sensitive issues with employees
and/or guests with tact, respect, diplomacy, and confidentiality.

·
Develop and maintain positive and productive working relationships with other
employees and departments.

· Involve in planning of Departmental Meetings
and gathering.

· Actively listen to and consider the concerns of other
employees, responding appropriately and effectively.

· Partner with
and assist others to promote an environment of teamwork and achieve common
goals.

Assists Management

· Serve as
a departmental role model or mentor by working alongside associates to perform
technical or functional job duties.

· Encourage and motivate all
associates to perform their best, take responsibility for tasks and assignments,
make decisions and provide input on possible improvements.

· Ensure
that all associates are trained on company core values, job roles,
responsibilities, and technical and service aspects of the job.

· Assign
and ensure work tasks are completed ontime and that they meet appropriate
quality standards.

· Listen to all associates’ suggestions for improving
how work is done and how guests are served, gaining management support as needed
to act upon suggestions.

· Coach and develop associates (e.g., create
expectations for continual improvement, provide challenging tasks
and assignments, hold development discussions, and construct and execute
development plans).

· Assist management to ensure that all associates
have the necessary resources to effectively perform their jobs (e.g., supplies,
equipment, and inventory).

· Coordinate tasks and work with other
departments to ensure that the department runs efficiently.

· Collaborate
with management to develop and carry-out ideas and procedures, and set goals
to continuously improve department performance around guest and employee
satisfaction scores.

· Collaborate with management to formally recognize
all associates' performance contributions.

· Serve as the first point
of contact representing the Hotel Management in their absence (i.e.

Weekends, after-hours, Public Holidays)

Check-in/Check-out/Cashiering (Duty Manager & Front Desk
Duties)

· Process all guest check-ins by confirming reservations
in computer system, verifying guest identity, requesting form of payment, rooms
allocation, and issuing room key in accordance with property policies
and procedures.

· Secure valid form of payment (e.g., credit card, cash)
prior to issuing room key.

· Advice guest of any messages (e.g.,
voicemail, mail, faxes) received for them, and send to room if required.

· Activate room keys using electronic key machine and reissue new room keys
to guests as necessary (e.g., lost key) by verifying guest identity and using
electronic key machine.

· Verify and adjust billing for guests where
necessary.

· Accommodate requests for room changes when possible.

· Assign room according to guest request and preferences whenever
possible.

· File guest paperwork or documentation.

· Set up
accurate accounts for each guest upon check-in according to their requirements
(i.e., sharers, separate room/tax/incidentals, comp).

· Ask for and enter
Marriott Bonvoy information (e.g., number, name, address) when taking
reservation or checking guest in.

· Ensure rates match market codes
and that any exceptions are documented and include an explanation.

· Sell
a room/accommodation to guests without reservations based on availability.

· Ensure mobile guests are acknowledged and thank guest for their loyalty
& using the APP.

· Print contingency lists to have a record of all
guests in case of emergency.

· Run daily reports (number of arrivals,
departures), identify any special requests, and check reports for accuracy.

· Complete designated cashier and closing reports in the computer system.

Guest Services

· Contact appropriate individual
or department (e.g., Housekeeping, Engineering, Loss Prevention) as necessary
to resolve guest call, request, or problem.

· Follow up with guests
to ensure their requests or problems have been met to their satisfaction.

· Receive, record, and relay messages accurately, completely,
and legibly.

· Ensure that any outstanding requests or problems from
the previous day receive priority and are resolved.

· Answer, record,
and process all guest calls, requests, questions, or concerns.

Security

· Notify Loss Prevention/Security of any
guest reports of theft.

· Report work related accidents, or other
injuries immediately upon occurrence to manager/supervisor.

· Follow
company and department safety and security policies and procedures to ensure
a clean, safe, and secure environment.

· Follow property specific
procedures for handling emergency situations (e.g., evacuations, medical
emergencies, natural disasters).

· Maintain awareness of undesirable
persons on property premises.

Cash Handling

·
Process all payment methods in accordance with Accounting procedures
and policies.

· Follow property control audit standards and cash handling
procedures (e.g., blinddrops).

· Count bank at end of shift, complete
designated cashier reports, resolve any discrepancies, drop off receipts,
and secure bank.

· Obtain assigned bank and ensure accuracy of contracted
monies, obtaining change required for expected business level, and keeping bank
secure at all times.

· Transport bank to/from assigned workstation,
following security procedures.

· Setup and organize cashier workstation
with designated supplies, forms, and resource materials; and maintain
cleanliness of workstation at all times.

· Any other duties as may
be assigned from time to time.

JOB
REQUIREMENTS
· Minimum Diploma in Hospitality Management,
Hotel Management, or a related discipline.
· Minimum of 3 years
of experience in hotel front office operations, guest relations or customer
experience management, with at least 2 years in a supervisory or leadership
role.
· Great understanding and up-to-date knowledge of Singapore’s
hospitality positioning, landscape and culture, tourism mix, events
and culture/customs.
· Great knowledge of hotel operating systems
(including. Opera, Micros, mobile check-in) and MS Office application
software.
· Excellent guest service, interpersonal
and relationship-building skills.
· Great verbal and written communication
skills to interact effectively with guests, colleagues and stakeholders.
·
Ability to lead, coach and develop team members.
· Great problem-solving,
decision-making and conflict resolution skills.
· Ability to manage
multiple priorities in a fast-paced environment.
· Great organisational,
planning and time management skills.
· Demonstrates professionalism,
integrity and sound judgement when handling confidential guest information.

· Willingness to work shifts, weekends and public holidays based on operational
requirements.

JW Marriott
is part of Marriott International's luxury portfolio and consists of more than
100 beautiful properties in gateway cities and distinctive resort locations
around the world. JW believes our associates come first.

Because if you’re happy, our guests will be happy. JW Marriott associates
are confident, innovative, genuine, intuitive, and carry on the legacy of
the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer
a work experience unlike any other, where you’ll be part of a community
and enjoy true camaraderie with a diverse group of co-workers. JW creates
opportunities for training, development, recognition and most importantly,
a place where you can pursue your passions in a luxury environment with a focus
on holistic well-being. Treating guests exceptionally starts with the way
we take care of our associates.

That’s The JW Treatment™. In joining JW Marriott, 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.