Duty Manager

·        Intervenes in any guest/associate situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and associate wellbeing is preserved.

·        To check the Medalia, Trip advisor, Booking.com and other related websites for reviewing the guest comments and submit the problem points to the related department for solving and avoid of same problems in future.

·        To provide and/or coordinate internal hotel audit and support team with corrective actions to ensure required Marriott standards about all related issues. 

·        On daily basis update himself/herself on Medallia survey feedbacks, work closely with PR & Digital Marketing Manager in order to stay up to day in regards of comments made on social networks and feedback given on online travel agencies websites i.e. TripAdvisor, booking.com etc.

·        Analyze the feedbacks and check the areas or the services mentioned by guest and suggest improvements. 

·        Meet guest to handle their complaints or issues with professionalism and maturity, keeping the HOD and Division Heads well informed as to problems and actions taken.

·        Courtesy and follow up calls to V.I.P guests and guest with high expectations

·        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

·        Written, spoken and reading proficiency in Azeri, English & Russian language.

·        Ability to work under pressure while having eye for details.

·        At least 2 years Hotel Experience in similar role.

·        Good observation and analytical skills

·        High communication skills

·        Proficient computer user

·        Good presentation and explanation abilities