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Manager on Duty - Protea Hotel by Marriott OR Tambo Airport

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Marriott International

Jan 20, 2025

Applications are closed

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Hospitality & Retail
    People, HR & Administration
  • Johannesburg

Requirements

  • Grade 12 or equivalent or a minimum of 4 years hotel experience working with guest services.
  • Diploma in Tourism/Hospitality Management - Advantageous.
  • Valid Driver’s License.
  • Minimum of 2 years of related experience with a formal NQF 6 hospitality qualification.
  • Strong hotel operational knowledge.
  • Proven record of running a shift alone.
  • Strong knowledge of the Opera System – Highly Advantageous.
  • Ability to manage teams from different departments.
  • Must possess a strong verbal and written command of the English language.
  • Knowledge of an international language – advantageous.

Responsibilities

  • 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.
  • 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.
  • 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.
  • 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.
  • Adapts to maintain performance level under pressure or when experiencing changes or challenges in the workplace.
  • Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
  • Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
  • Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
  • Actively participates as a member of a team to move the team toward the completion of goals.
  • Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
  • Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
  • Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
  • Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
  • Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
  • Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
  • Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
  • Seeks and makes the most of learning opportunities to improve performance of self and/or others.
  • Understands and utilizes business information to manage everyday operations.
  • Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
  • Knowledge of the operating principles and practices of all brand/property-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).
  • Fundamental competencies required for accomplishing basic work activities.
  • Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
  • Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
  • Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Demonstrates understanding of written sentences and paragraphs in work-related documents.
  • Communicates effectively in writing as appropriate for the needs of the audience.

FAQs

What is the job title for this position?

The job title is Manager on Duty at Protea Hotel by Marriott OR Tambo Airport.

What are the primary responsibilities of the Manager on Duty?

The primary responsibilities include overseeing property operations, ensuring high levels of hospitality and service, resolving guest or property-related situations, and managing guest relations.

What is the minimum educational requirement for this position?

The minimum educational requirement is Grade 12 or equivalent, along with a minimum of 4 years of hotel experience working with guest services.

Is there any preferred qualification for candidates applying for this job?

Yes, a Diploma in Tourism/Hospitality Management is advantageous.

What type of experience is necessary for this role?

A minimum of 2 years of related experience with a formal NQF 6 hospitality qualification is required.

Is knowledge of the Opera System important for this position?

Yes, strong knowledge of the Opera System is highly advantageous.

Are there language requirements for this position?

Strong verbal and written command of the English language is required; knowledge of an international language is advantageous.

What competencies are emphasized for this job role?

Key competencies include adaptability, communication, problem-solving, building relationships, and managing execution.

What is the working schedule for this position?

The position is full-time.

What kind of environment does Protea Hotel by Marriott aim to create for employees?

Protea Hotels aims to create an inclusive, people-first culture that values diversity within the workforce.

Does this job involve any human resources activities?

Yes, the role involves participating in investigations of associate and guest accidents and observing service behaviors of associates.

Are there opportunities for professional development in this position?

Yes, the role includes providing support and feedback to help individuals develop and strengthen skills and capabilities.

What is the location of this job?

The location of the job is Protea Hotel O.R. Tambo Airport, Corner of York & Gladiator Streets, Rhodesfield, Johannesburg, South Africa.

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Marriott International

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.