Mandarin Speaking Duty Manager

JOB SUMMARY The Mandarin-Speaking Duty Manager is responsible for overseeing overall hotel operations during assigned shifts, ensuring the highest standards of guest service, safety, and operational efficiency are consistently delivered. This role serves as the primary point of contact for guests and associates, with a strong focus on supporting Mandarin-speaking guests, resolving service issues, and ensuring seamless communication across departments. The Duty Manager represents property leadership in managing guest relations, operational challenges, and service recovery while upholding brand standards. KEY RESPONSIBILITIES 1. Operations Management

Oversee day-to-day hotel operations across all departments during assigned shifts. Maintain strong coordination with Front Office, Housekeeping, Food & Beverage, and other departments. Monitor operational flow and address any service gaps or issues in a timely manner. Conduct regular inspections of the property to ensure cleanliness, safety, and service standards. Prepare and distribute Daily Manager on Duty (MOD) reports to all departments.

2. Leadership & Team Management

Lead by example, demonstrating professionalism, integrity, and service excellence. Provide direction, guidance, and support to associates across departments. Observe service behaviors and provide real-time coaching and feedback. Promote teamwork, collaboration, and a positive work environment. Recognize and celebrate achievements of associates. Ensure teams are adequately trained and cross-functional where required.

3. Guest Experience & Service Excellence

Act as the primary point of contact for guest concerns, complaints, and service recovery. Provide dedicated support to Mandarin-speaking guests, ensuring clear communication and personalized service. Engage with guests throughout the property to gather feedback and enhance satisfaction. Resolve guest issues promptly and effectively while maintaining professionalism. Serve as a role model for outstanding hospitality and guest engagement. Track and record guest issues in the guest response system and follow up on resolutions. Implement corrective actions to continuously improve guest experience outcomes.

4. Compliance & Quality Assurance

Ensure compliance with all company policies, brand standards, and operational procedures. Enforce safety, security, and loss prevention policies. Support implementation of emergency response procedures (fire, accidents, security incidents, etc.). Conduct routine checks to ensure all areas meet operational and safety standards.

5. Human Resources & Talent Support

Support HR processes such as incident investigations, disciplinary procedures, and employee relations when required. Provide feedback to associates on service delivery and performance. Encourage employee engagement through open communication and feedback. Ensure fair and consistent implementation of company policies and standards.

6. Financial & Administrative Management

Monitor staffing levels to ensure operational efficiency and cost control. Review operational and performance reports to identify areas for improvement. Support cost management initiatives and efficient resource utilization.

7. Additional Responsibilities

Serve as the escalation point for all guest and operational issues. Coordinate closely with department leaders to resolve issues efficiently. Maintain professional communication with guests and internal teams. Perform any other duties as assigned by management.

OUR BENEFITS

Exclusive staff discounts on hotel accommodation and food & beverage across all Marriott International properties for you, your family, and friends. Career growth and development through Marriott’s global learning and training programs. Access to the Employee Assistance Program supporting physical, emotional, and financial wellbeing. Employment with a globally recognized hospitality brand committed to