Mandarin Speaking Duty Manager

**Additional Information** **Job Number** 26066337 **Job Category** Rooms & Guest Services Operations **Location** Denarau Island South, Nadi, Fiji, Fiji, VIEW ON MAP (https://www.google.com/maps?q=Denarau%20Island%20South%2C%20Nadi%2C%20Fiji%2C%20Fiji%2C) **Schedule** Full Time **Located Remotely?** N **Position Type** Management **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 diversity, inclusion, and equal opportunity. + Duty meals provided. + Associate transportation provided. + Prorated unused sick leave paid out at year end. **QUALIFICATION AND EXPERIENCE** + Degree/Diploma in Hospitality, Business Administration, or related field with 2 years of experience + Proven experience in Front Office, Guest Services, or hotel operations + Fluency in Mandarin and English (spoken and written) is essential + Strong guest service, problem-solving, and conflict resolution skills + Ability to manage guest relations professionally and effectively + Strong leadership and decision-making capability + Knowledge of hotel operations, service standards, and safety procedures + Ability to perform in a fast-paced, high-pressure environment + Strong communication and interpersonal skills + Flexibility to work shifts, weekends, and public holidays + Proficiency in hotel systems and Microsoft Office _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._ When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, 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.