Duty Manager - The Hague Marriott

The Hague Marriott Hotel


The Duty Manager is expected that he / she takes the right decisions as soon as a problem occurs. As a Duty Manager you must become familiar with the company, procedures, and protocols of the hotel. You need to know what equipment you need in emergency situations, how to provide support to daily operations within the departments and how to achieve goals regarding guest satisfaction. Specifically, you will be responsible for performing the following tasks to the highest standards:

act as point of contact for team members of all departments, maintain effective communication with all departments, department heads and management team. Prepare and follow up on duty report and morning meeting daily

• Proactively act as the key point contact for guest interaction in the hotel in a courteous and friendly manner, in compliance with current Brand standards, SOP’s, and procedures.

• Prevent and/or follow up on guest complaints

• Be responsible for adherence to all welfare, safety, and security policies

• Ensure team members are aware of and adhere to current Brand standards, SOP’s, and procedures

• Take knowledge of (VIP) arrivals, stays and departures daily. Make sure relevant information is communicated to operational departments and management prior to guest arrival

• Supervise relevant guest comments on the online platforms

• Take knowledge of and act on relevant information in duty report and function sheets to be informed of all activities taking place at the hotel daily

• Maintain and build relevant guest profiles capturing (pre) stay information about requests and preferences

• Inform management team about guest related issues affecting guest satisfaction and overall quality

You are:

• Passionate about the hospitality industry

• Flexible to work a varied schedule that may include evenings and weekends

• Positive attitude and commitment to delivering high levels of customer service

• Fluent communication skills in English and Dutch

• Experienced in working with Opera is an advantage

• Experience in a global Hotel chain and customer faced role is an advantage

• Highly organized and able to work well under pressure in a fast-paced changing environment to stay calm and professional

• Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible

We offer:

• You a great place to work in an international and hardworking team!

• Cross training opportunities within other departments

• Special Associate Discount Rate in all Marriott Hotels worldwide

• A chance to work at the biggest hotel chain in the world and within this chain a chance to grow

• The opportunity to follow online courses to enhance your knowledge