Duty Manager
The St. Regis Punta Mita ResortJOB SUMMARY
This position serves as the hotel’s Manager on Duty (MOD) during the evening shift, ensuring operational continuity, guest satisfaction, and protection of the property’s standards. It also functions as the on‑shift Quality Leader, supporting quality assurance programs, brand standards, audit readiness, and continuous improvement. The role handles all guest complaints during the evening and provides coaching on standards.
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.
Preferred: experience in quality assurance or audits.
MANAGEMENT COMPETENCIES
Leadership: Professional Demeanor, Adaptability, Influence.
Managing Execution: Driving for Results, Planning, Standards Compliance.
Building Relationships: Associate and Customer Relations, Communication.
Learning & Applying Expertise: Hotel Operations, Quality Acumen, Detail Orientation.
Basic Competencies: Computer Skills, Reasoning, Communication.
Education and Experience
- High school diploma or equivalent; 4 years of operational experience; OR
- 2‑year degree in Hospitality or Business; 2 years of experience.
Preferred: experience in quality assurance or audits.
CORE WORK ACTIVITIES
1. Property Operations & Guest Relations (Evening Shift)
- Acts as management representative during evenings.
- Responds to and documents all guest complaints.
- Coordinates with operational departments.
- Issues the daily MOD report.
- Ensures adherence to policies and standards.
2. Guest Experience & Service Recovery
• 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.
3. Quality Assurance & Continuous Improvement
- Supports audits, certifications, and quality initiatives.
- Monitors brand standards compliance.
- Analyzes service trends and defects.
- Supports implementation of improvement actions.
4. Training & Standards Coaching
- Provides coaching and micro-trainings.
- Observes and improves service behaviors.
- Reinforces brand standards and audit readiness.
5. Safety, Security & Loss Prevention
- Executes emergency response protocols.
- Conducts safety walkthroughs.
- Ensures loss prevention compliance.
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.
Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.