Duty Manager

4 days ago

Ottawa, Canada Marriott Ottawa Full time

**DUTY MANAGER**

**BE PART OF MARRIOTT OTTAWA’S FUTURE**

Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and hotels.

Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With over 75 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 70 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from Roadside inns to luxury urban properties.

At InnVest, our mission is simple - to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

**YOU’RE A GREAT FIT IF YOU**:

- Flourish in a fast-paced environment with multiple priorities.
- Can see the big picture and act proactively with a solution-focused mindset.
- Know how to take care of people.
- Have the ability to “Respond to Cues”.
- Thrive on “Creating Personal Connections”.
- Can “Make it Brilliant”.

The Guest Services Manager position is ideal for the individual who has a strong interest in hotel operations and wishes to develop their career in hospitality management. This position will participate in the Hotel Manager on Duty program, ensuring world-class service delivery and a safe, secure environment for our Guests & Hosts.

**YOUR RESPONSIBILITIES MAY INCLUDE**:

- Be present on the main level floor to provide support, supervision and assistance to the Front Desk, Belldesk/Door, health club, Concierge Lounge and as required to the Outlets, Room Service and Starbucks.
- Consistently deliver Brilliant service to exceed guest expectations to create loyalty towards the Ottawa Marriott.
- Manage the daily arrival/departure process by reviewing hotel occupancy, VIP’s, GXP and Marriott Bonvoy members. Be available to greet these guests when called upon by the Front Office.
- Conduct frequent tours of the main level floor and pay attention to cleanliness, furniture placement and people presence. During the tour he/she should note any/all things needing correction and have the appropriate department remedy the problems or mark it in the MOD report to be followed-up upon the next dayTake ownership of guest’s and Hosts needs, requests and/or problems to ensure that they are met within an acceptable timeframe.
- Review the daily Operations log book and follow-up on all customer related issues to ensure that guest’s issues are resolved through the Marriott L.E.A.R.N. process.
- Foster a culture where all hosts are empowered to provide our guests the immediate pro-active service requested in order to exceed their expectations.
- Marketing minded: Actively seek feedback from guests and Hosts, following up and taking action to improve Guest Voice/GSS and AOS results.
- Monitor and respond, in a timely manner, to past, current and future guest requests on the hotel’s social media channels outside of the Social Media Champion’s work hours.
- Be a strong and effective communicator with all departments, highlighting the importance of guest satisfaction and to ensure the proper level of service to guests.
- Promote a safe and healthy working environment by being a ‘safety-minded leader’ who leads by example in reporting any safety issues and by maintaining and reporting deficiencies throughout the hotel.
- Assist with ensure that the Rooms and Food & Beverage standards of service are upheld at all times to meet and exceed the brand standards.
- Conduct a pre-shift meeting with associates to review the Brilliant Hosting and contribute to an exceptional guest experience with every action taken.
- Engage (highly visible) and work with associates on required tasks to genuinely welcome every guest to the hotel.
- Develop a thorough knowledge of the products, services and amenities provided by the hotel to guests.
- Support the development, interpretation and implementation of hotel policies operating procedures and training programs, manuals, menus, work schedules, rules and regulations for the associates.
- Know all emergency procedures and general crisis situation management, ensuring guest and host s

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