Duty Manager
发布于 大约 2 个月前中层管理(经理/总监)
AI 估算 · 15k–25k
Duty Manager at a large hotel chain in Hong Kong; requires supervisory experience and customer service skills.
职位详情
关于这个职位
This Duty Manager role at Marriott in Hong Kong involves overseeing front desk operations, ensuring guest satisfaction, and supervising staff. You will handle check-ins, resolve guest issues, manage accounts, and support team training.
最低要求
High school diploma or G.E.D. equivalent; at least 1 year of related work experience; at least 1 year of supervisory experience.
工作职责
Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft. Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. 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 and professional; 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. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
AI 洞察
优缺点分析
优点
- Work for a globally recognized hotel brand with strong training and career growth opportunities.
- Interact with diverse guests and develop excellent interpersonal and problem-solving skills.
- Get exposure to hotel operations and management, building a solid foundation in hospitality.
- Competitive compensation and benefits package typical for a multinational company.
- Must work shifts including evenings, weekends, and holidays
- high-pressure during peak hours.
- Requires standing for long periods and handling stressful situations with demanding guests.
- Managing a team can be challenging if staff turnover is high or under staffing occurs.
- This role is ideal for someone with prior hotel front desk experience looking to move into management, enjoys leading a team, and thrives in a fast-paced service environment.
缺点 / 挑战
暂无明显挑战项
角色解读
- This role can lead to Front Office Manager or Assistant Front Office Manager positions.
- With experience, you could move into broader hotel operations management or corporate roles in hospitality.
- Marriott offers internal training programs and career development opportunities across its global brands.
- Oversee the front desk operations, including check-ins, check-outs, and guest account management.
- Supervise front desk staff, provide training, and ensure service standards are met.
- Handle guest complaints and special requests, coordinating with other departments as needed.
- Maintain security procedures and manage cash handling and reporting.
- Strong customer service skills with the ability to handle difficult situations diplomatically.
- Prior experience in hotel front desk or similar supervisory role.
- Excellent communication and leadership skills to manage a team.
- Proficiency in hotel property management systems and POS systems.
申请策略
- Tailor your cover letter to mention your passion for hospitality and alignment with Marriott's values.
- Be prepared to discuss how you motivate a team and maintain service quality during busy periods.
- Emphasize your customer service achievements, such as guest satisfaction scores or positive feedback.
- Detail any supervisory or team-leading experience, including training and coaching others.
- Highlight your knowledge of hotel property management systems (e.g., Opera) and cash handling procedures.
- Include specific examples of how you handled difficult guest situations or resolved conflicts.
- If not already familiar, learn Marriott's specific systems like Marriott Rewards or FOSSE.
- Consider taking a course in hotel management or hospitality leadership to strengthen your profile.
面试指南
- Use the STAR method (Situation, Task, Action, Result) for behavioral questions.
- Show your customer-centric approach and ability to stay calm under pressure.
- Highlight your supervisory skills and how you support your team.
- How do you handle a guest complaint about a billing error?
- Describe a time you had to manage a difficult employee situation.
- What steps do you take to ensure front desk security and prevent fraud?
- How do you prioritize tasks during a busy check-in rush?
- Why do you want to work for Marriott/Sheraton specifically?
职位点评
Marriott Duty Manager in Hong Kong: strong brand, supervisory role, shift work required.
从薪资福利、成长空间、工作节奏和岗位方向综合评估，方便横向比较。
薪资福利
The salary is competitive for the role and location, with benefits typical of a large hotel chain, though exact numbers are not disclosed.
成长发展
The role offers training responsibilities and potential career growth within Marriott's global network, but the job itself is more operational than innovative.
工作生活
The role requires shift work including evenings and weekends, and is strictly on-site, limiting work-life balance.
使命价值
Working for a prestigious brand like Marriott provides a sense of pride and the role directly contributes to guest experiences, offering moderate purpose.