Duty Manager

1 month ago

Prague, Czech Republic Marriott Full time

Additional Information EU Nationality or work permit for the Czech Republic needed

Job Number 24037988

Job Category Rooms & Guest Services Operations

Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.

Our target consumer is The Connector. Our guests are curious, charismatic, free-spirited, and magnetic. They are the spark that makes it happen. The ones who never stop exploring, pulled to the energy of people and places. True to themselves and open to everything. They make the world their own. They bring the crowd together.

W Prague will feature 161 rooms and suites, a rooftop bar and an outdoor terrace, the perfect location for style-savvy locals and guests to enjoy sweeping cityscape views and a fabulous cocktail and culinary experience. The hotel will feature the W Lounge, the brand’s spin on the hotel lobby, along with several restaurants and bars and some ultra-modern event space. In addition, guests are invited to experience the indoor WET pool deck, FIT fitness center and AWAY Spa. Throughout the hotel, the brand’s unique Whatever/Whenever service is always available, delivering whatever they want, whenever they want it.

W is a destination, more than a hotel. An iconic lifestyle brand, offering guests unprecedented insider access to a world of “Wow” through contemporary cool design, fashion, nightlife, celebrities, and entertainment.

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 within operation departments. Participates in the operational department handovers, fully informed about events of the day.

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 daily.

  • 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.

  • Assists operational departments in rush hour.

  • Communicates all the guests’ related issues via glitch report on daily basis to the hotel team.

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 ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing 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.

CANDIDATE PROFILE

Education and Experience

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

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, 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.

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