Duty Manager
The Ritz-Carlton
Salary undisclosed
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Description
JOB SUMMARY
Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.
OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.
CORE WORK ACTIVITIES
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/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Empowers employees 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 employees 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 employee and guest accidents.
• Observes service behaviors of employees 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 employees 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.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
About this role
The Duty Manager role at The Ritz-Carlton Singapore is an on-property leadership position responsible for overseeing daily operations and serving as the primary point of escalation for guest and operational issues. You'll act as the manager on duty, directing lobby flow, resolving guest concerns, tracking service issues, and representing property management across all departments. This is fundamentally a role about maintaining service standards, solving problems in real time, and ensuring the property runs smoothly during your shift.
The position requires either a high school diploma with four years of guest services, front desk, or housekeeping experience, or a two-year hospitality degree with two years of related experience. Day-to-day, you'll maintain cross-departmental relationships, review staffing and financial performance data, conduct facility inspections, handle guest complaints and feedback, and ensure compliance with policies and emergency procedures. You'll also support HR activities including accident investigations, employee coaching, and disciplinary documentation.
This role suits someone with solid hospitality operations experience who is comfortable with both strategic oversight—reviewing reports and staffing levels—and hands-on guest interaction. You need to be a visible leader who can empower staff, handle high-pressure situations calmly, and balance guest satisfaction with operational and financial goals. The work is full-time and in-office at the Singapore property.
Typical pay for this role
$40,000
Typical range: $20,000 to $60,000
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Duty Manager postings in your area, and analyze any offer before you accept it.
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