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Languages required: Fluent French & English
Role
As a Duty Manager & Quality, you play a central role in ensuring the smooth flow of daily operations and maintaining service excellence. You are present on the floor, especially during evening shifts with the Welcome Desk team, ensuring every guest interaction reflects the unique DNA and style of the W brand.
Main Responsibilities
Ensure quality and standards
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.
Guest satisfaction follow-up
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.
Training and team development
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.
Operational support
Act as a liaison between departments to streamline communication and optimize operations.
Provide direct support to teams during peak periods or when needed.
Profile
Bilingual in French and English, confident both spoken and written.
Proven experience in a similar position within upscale hospitality (4* or 5*).
Strong knowledge of Marriott 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.
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.