Duty Manager, Marriott Bonvoy

Marriott Bonvoy

Location:
Malaysia, Melaka

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property-related situations. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

Job Responsibility:

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
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
Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved
Empowers employees 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
Ensures employees 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
Observes service behaviors of employees 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
Ensures employees are cross-trained to support daily operations successfully
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
Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

Requirements:

High school diploma or GED
4 years experience in the guest services, front desk, housekeeping, or related professional area
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

What we offer:

Equal opportunity employer
Environment valuing diversity, inclusion, and culture
Opportunity to work with global teams

Additional Information:

Job Posted:
July 15, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Duty Manager