Manager on Duty

Manager on Duty

At The Ritz-Carlton, Perth, our Ladies and Gentlemen are the most important resource in our commitment to delivering exceptional experiences to our guests. We are seeking a Manager on Duty who can help us grow, build lasting relationships, and inspire excellence.

• Unmatched global perks – Enjoy exclusive discounts on hotel stays and dining across Marriott International properties worldwide for you, your family, and friends 
• Grow your career without limits – Access world-class training, development programs, and endless career opportunities within the world’s largest hotel group 
• Invest in your future – Benefit from industry-leading learning programs and professional development resources designed to help you succeed 
• Feel valued every day – Be recognised and celebrated through ongoing employee recognition initiatives 
• Enjoy local perks – Access exclusive discounts at nearby retail and lifestyle venues 
• Birthday perks – Celebrate your special day with a paid day off
• Be part of something bigger – Join a global brand that champions diversity, inclusion, and equal opportunities for all 

About the Role

Duties

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/associate situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and associate well being is preserved.
• Empowers associates 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 associates 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 associate and guest accidents.
• Observes service behaviors of associates 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 associates 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.

Skills & Experience

• Responsible Service of Alcohol from Nationally Accredited Training provider (RSA)
• I’m Alert Food Safety Certification (from City of Perth) 
• Experience working in customer service role required
• Passion for customer service
• Unrestricted working rights for Australia
• Minimum 1 year experience in a similar role

Only shortlisted candidates will be contacted to go through our selection process. 

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