(AUS-Sydney) Manager on Duty

**Job Number** 20011022 **Job Category** Rooms and Guest Services Operations **Location** Sheraton Grand Sydney Hyde Park, 161 Elizabeth Street, Sydney, New South Wales, Australia VIEW ON MAP **Brand** Sheraton Hotels & Resorts **Schedule** Full-time **Relocation?** No **Position Type** Management **Start Your Journey With Us** At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton. **JOB SUMMARY** **Position Summary:** The role of the Manager on Duty will be to ensure that the requests and needs of all guests are accommodated. The Manager on Duty will be responsible for the smooth operation of the Front Office department during shift, acting as the management representative for the Hotel to ensure complete guest and patron satisfaction. Duty Manager will assist the Front Office Manager with all aspects of departmental operations, making business decisions for the unit in the absence of thereof, taking into account the Hotel’s philosophies, standards and procedures. **Core Activities:** **Maintaining Guest Services and Front Desk Goals** + Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. + Develops specific goals and plans to prioritize, organize, and accomplish your work. + Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. + Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. + Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results. + Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals. **Ensuring Exceptional Customer Service** + Provides services that are above and beyond for customer satisfaction and retention. + Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. + Responds to and handles guest problems and complaints. + Sets a positive example for guest relations. **Supporting Management of Front Desk Team** + Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. + Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. + Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager. **Additional Responsibilities** + Performs all duties at the Front Desk as necessary. + Runs Front Desk shifts whenever necessary. + Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results. **Preferred Attributes and Qualifications:** + Previous experience in similar role + Managerial experience + Excellent Customer Service Skills + Proven ability to work under pressure + Full working rights in Australia essential to be considered for the roleWe appreciate your interest in working with Sheraton Grand Sydney Hyde Park. At this stage, only those successful in gaining an interview will be contacted directly. _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._