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Duty Manager

Doha, Qatar
Rooms and Guest Services Operations


Check out pictures from associates at this location, and some videos too!

Posting Date Jan 27, 2019
Job Number 180030SH
Job Category Rooms and Guest Services Operations
Location The Westin Doha Hotel & Spa, Doha, Qatar VIEW ON MAP
Brand Westin Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

Essential Functions:
  • Responds to guest needs and resolves any issues that may arise and report them to all departments concerned.
  • Ensures house rules are maintained during shift in all guest services related areas.
  • Be aware of all brand Programs and ensure implementation.
  • Act as StarGuest Champion, responsible for supporting the implementation of the StarGuest at the hotel including:
  • Customizing StarGuest to reflect the unique specification of our property and processes by periodically reviewing the associates GCDs, compensations, amenity admin grain to ensure system setup is current.
  • Aware of additional features like 2 way text email and escalation, features that can help to communicate more efficiently.         
  • Encourages all operations departments to utilize StarGuest report as a way to analyze guest needs and prepare for future arrivals.
  • Review and share StarGuest usage with department managers to identify how efficiently teams are using it and celebrate successes as well as to find opportunities to improve.
  • Looks for ways to improve the property, Preparation is the KEY!
  • Acknowledge and recognize SPG members and deliver the appropriate welcome over the phone.
  • Ensure compliance with PCI policies.
  • Ensure that guests requests are fulfilled and closed in StarGuest within 15 minutes as average response time.
  • Ensure guests defects are closed in StarGuest within 15 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
  • Use StarGuest to update guests profiles with requests, defects, preferences and any other comments/information acquired during stay.
  • Coordinate with the CID team when needed, and ensure that the CID Report is completed correctly on a daily basis.
  • Relieve the Night Manager during days off and vacations.
  • Conduct spot checks on profile quality in Opera and ensure colleagues are adhering to the established profile entry standards.
  • Monitors and ensures compliance with all Guidelines to Operations.
  • Assists in maintaining a comprehensive and guest focused set of departmental standards and procedures and oversees the implementation.
  • Inspect VIP rooms prior to arrival and allocate VIP rooms if not assigned.
  • Ensures arriving guests receive prompt, cordial attention & personal recognition.
  • Ensure compliance with The Welcome and The Farewell.
  • Meets & escorts arriving VIP guests.
  • Ensure that SPG designated desk is always manned and to have a good knowledge of SPG and promote the SPG program.
  • Recognizes and knows regular guest, SPG Platinum and SPG VIPs and review preferences and ensure guest requests are carried out accordingly.
  • Assist in Check-In, escorts and Check-out during busy operations and when needed.
  • Supervises, directs and supports all Guest Services team such as Reception, Concierge, and Service express center, etc. especially during peak periods.
  • Assists in planning for orientation and training of new team members.
  • Coaches, counsels and disciplines associates, providing constructive feedback to enhance performance.
  • Checks billing instructions and monitors guest credit. Analyses and approves discounts and rebates.
  • Analyses the rate variance report to ensure rooms revenue control.
  • Conducts regular “clock” rounds throughout the hotel, lobby area & guest corridors to ensure safety & high standard of cleanliness is maintained.
  • Monitors & handles associates issues/problems/illness etc. and resolves matters related to these in absence of a department head.
  • Regularly communicates with associates and maintains good relations.
  • Coordinates “overbooking” situations.
  • Fully conversant with all hotel emergency procedures.
  • Coordinates the emergency evacuation of guests in the event of fire, bomb threats and other emergency situations.
  • Coordinates any “down time” procedures according to the hotel’s contingency plan.
  • Coordinates a fire alarm.
  • Completes Duty manager checklist and daily reports.
  • Understand and appreciate cultural differences.
  • Ensures prompt, efficient and courteous reception of guests.
  • Ensures the all Guest services areas are covered at all times, and breaks are allocated sensibly.
  • Be aware of current daily status of Hotel.
  • Ensures smooth hand-over to next shift.
  • Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of associates.
  • Thoroughly conversant with all room types, décor and outlook.
  • Be aware of hotel facilities and promotions.
  • Promote the Hotel generally and be aware of outlets’ opening times and locations, promotions; promote Starwood Preferred Guest Program.
  • Familiar with all Front Office related Opera functions including rate structure and special packages, discounts, room types, all applicable coding, bedding type,  location of rooms and safety features.
  • Accept credit card and cash payments applying the hotel cash handling policy.
  • Ensures supervisors maintain adequate levels of department supplies.
  • Investigate all service and safety issues reported during the shift to find their cause, and give recommendations to avoid repeated issues. Initiate investigations. Write and supervise the creation of incident reports.
  • Additional duties as necessary and assigned.
  • Monitors & handles employee issues/problems/illness etc. and resolves matters related to these in absence of a department head / Assistant
  • Supportive Functions (Property specific):
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the Director of Guest Services based upon the particular requirements of the hotel:
  • Ensure full liaison with team members.
  • Strong communication with other departments
  • Build/maintain good rapport with guests and associates.
  • Attend departmental communication meetings and training sessions.
  • Reporting of issues as they arise.
  • Aware of hotel standards and implement them.
  • Participate in STARVOICE survey.
    Specific Job Knowledge, Skills and Abilities (Property specific)
    The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable supervision, using some other combination of knowledge, skills, and abilities:
  • Must possess a good level of fluency in spoken and written English.
  • Fluency in Arabic is Preferable.
  • Ability to perform all service skills required for the designated section.
  • Works co-operatively and willingly with others to achieve common objectives.
  • Change management skills, continuously improves performance and contributes to bring about business change. Willingly adapts to changing circumstances to achieve results.
  • Excellent Influencing & negotiation capabilities.
  • Effective presentation and communication ability.
  • Computer literate, competent user of all Microsoft Office applications.
  • Takes ownership and able to work in an autonomous capacity.
  • Has a sense of urgency and works diligently to achieve timelines.
  • Maintain a professional appearance.
  • Maintain a clean and tidy work area.
  • Decision maker - Strong and firm personality.
  • Able to work under pressure.
  • Teamwork 
  • Adaptability 
  • Customer Focus 
  • Drive for Results
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.

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