As a Duty Manager & Quality, you play a central role in ensuring the smooth flow of daily operations and maintaining service excellence.
Main Responsibilities
* Ensure quality and standards (LQA & BSA) are applied.
* Conduct regular Brand Standards audits and follow up on improvement points.
* Ensure W and Marriott standards are consistently applied across all operational departments.
* Oversee the maintenance and presentation of public areas and facilities to maintain a 5-star standard.
* Manage and analyze guest feedback via Marriott internal platforms (GXP, Medallia…)
* Implement corrective and preventive actions to enhance the guest experience.
* Welcome and assist VIP guests, ensuring a personalized and memorable service.
* Resolve complaints and delicate situations with professionalism and a WOW mindset.
* Identify operational improvement areas through audits and guest feedback.
* Design and deliver targeted training sessions to strengthen team skills and service excellence.
* Inspire teams to embody the W style and values in every interaction.
* Act as a liaison between departments to streamline communication and optimize operations.
* Provide direct support to teams during peak periods or when needed.
Qualifications
* Bilingual in French and English; fluent both spoken and written.
* Proven experience in a similar position within upscale hospitality (4* or 5*).
* Strong knowledge of Marriott & LQA standards is a major plus.
* Excellent communication, diplomacy, and problem-solving skills.
* Attention to detail, initiative, and a passion for guest service.
* Ability to motivate and unite teams around shared goals.
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