Front Office Duty Manager (Qatar) Doha

Requirements

Candidates must have a high school diploma with 4 years of experience or a 2-year degree with 2 years of experience in hospitality or related fields. Strong leadership, communication, and operational management skills are required.

Job Summary

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.
Represents property management in resolving any guest or property related
situation. Manages the flow of questions and directs guests within the lobby.
Serves as Guest Relations Manager and handles the tracking of service issues.

 

CANDIDATE PROFILE 

 

Education and Experience

• High school diploma or GED; 4 years 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/employee situation as needed to insure 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.

 

Assisting Human Resources Activities

• Participates as needed in the investigation of employee and guest accidents.

• Observes service behaviors of employees and providing 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 successfully daily operations.

• 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.

 

 

At Marriott International, we are dedicated to being an equal opportunity
employer, welcoming all and providing access to opportunity. We actively foster
an environment where the unique backgrounds of our associates are valued and
celebrated. Our greatest strength lies in the rich blend of culture, talent, and
experiences of our associates. We are committed to non-discrimination on any
protected basis, including disability, veteran status, or other basis protected
by applicable law.

Responsibilities

The Duty Manager oversees daily property operations and ensures high levels of hospitality and guest satisfaction. They act as the primary point of contact for resolving guest issues and managing staff performance across all departments.

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