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Overnight Manager on Duty

Part-time

Posted August 3, 2022

The Ritz-Carlton Golf Resort, Naples
Naples, FL
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About This Job

Job Number

22092173

Job Category

Rooms & Guest Services Operations

Location

The Ritz-Carlton Golf Resort Naples, 2600 Tiburon Drive, Naples, Florida, United States VIEW ON MAP

Schedule

Part-Time

Located Remotely?

N

Relocation?

N

Position Type

Management

Job Summary

  • Overnight 
  • Part Time

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Documents and works to resolve any guest concerns or property incidents. Manages the flow of questions and directs guests within the lobby. Handles the tracking of service issues.

Candidate Profile

Education And Experience
  • High school diploma or GED; 4 year’s 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/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.
  • Verifies that 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.

Assisting Human Resources Activities

  • Observes service behaviors of associates and provides 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.
  • Conducts disciplinary procedures and documentation according to Standard and Local Operating Procedures (SOPs and LSOPS)
  • Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

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About this Employer

The Ritz-Carlton Golf Resort, Naples

2600 Tiburon Drive
Naples, FL 34109

+1 (239) 593-2000

295 Room Resort

www.ritzcarlton.com

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Discover The Ritz-Carlton Golf Resort, Naples and experience the breathtaking beauty of Florida’s Paradise Coast. With two championship golf courses, world-class dining, spacious suites and a relaxing massage and facial center, this exceptional luxury golf resort offers an unforgettable retreat in one of the world’s most beautiful locations. Review our golf packages to start planning your next vacation. To see our Florida resort's offerings, please view the Photo Gallery. Explore upcoming events and offers at our golf resort in The Resorts of Naples 2013 Fall/Holiday eNewsletter The Ritz-Carlton Golf Resort, Naples is a Tier 2 property in The Ritz-Carlton Rewards.