Duty Manager - The EDITION Hotel Cape Town (Pre-opening)

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.
Documents and works to resolve any guest concerns or property incidents. Manages
the flow of questions and directs guests within the lobby. Handles the tracking
of service issues.

CANDIDATE PROFILE

Education and Experience

• High school diploma
or GED; 4 year’s experience in the guest services, front desk, housekeeping,
or related professional area.

OR

• 2-year 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 insure
the integrity of the property is maintained, guest satisfaction is achieved,
and associate well being 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.

• Verifies that 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

• Observes service behaviors of associates
and provides 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.

• Conducts disciplinary procedures
and documentation according to Standard and Local Operating Procedures (SOPs
and LSOPS)

• Understands and, if necessary, implements all emergency
plans including accident, death, elevator, thefts, vicious crimes, bombs, fire,
etc.

But to create
this magical experience, we need you. We are looking for outgoing, authentically
amazing people who are looking for a place to work that inspires
them, challenges them and makes them proud to come to work.

A place where service comes from the heart, not from a handbook. A place
that delivers a never-ending theatrical performance that continuously delights
and enchants each and every one of our guests.

We invite you
to join us today. In joining EDITION, 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.