Night Duty Manager

Job description

*Must have Japanese citizenship or Eligible work in Japan permit holder

JOB SUMMARY

The Night Duty Manager serves as the property Manager on Duty during nighttime operations, overseeing all aspects of property management to ensure the highest levels of hospitality and service are consistently provided. This role involves resolving guest-related issues, managing inquiries, and directing guests within the lobby. Less experience candidate may be considered as a junior role for development.

ナイトデュティマネージャーは、夜間の運営中にホテル管理のすべての側面を監督し、最高水準のホスピタリティとサービスを一貫して提供します。この役割には、ゲスト関連の問題の解決、問い合わせの管理、ロビー内でのゲストの適切な誘導が含まれます。経験の少ない候補者は、成長を促すジュニアロールとして検討されることがあります。

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.

 

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.

At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​team, and  become  the best version of you.