Duty Manager

JOB SUMMARY

Serves as the property Manager on Duty and oversees all property operations,
ensuring that the highest levels of hospitality and service are provided.
Represents property management in resolving any guest or property related
situation. Manages the flow of questions and directs guests within the lobby.
Serves as Guest Relations Manager and handles the tracking of service
issues.

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.

CORE WORK ACTIVITIES

Supporting
Property Operations and Guest Relations Needs

• Maintains
a strong working relationship with all departments to support property
operations and goals and to expedite the resolution of any problems that
may arise through the general operation of the property.

• Communicates
any variations to the established norms to the appropriate department in
a timely manner.

• Sends copy of MOD report to all departments on a daily
basis.

• Strives to improve service performance.

• Ensures
compliance with all policies, standards and procedures.

• Emphasizes
guest satisfaction during all departmental meetings and focuses on continuous
improvement.

Supporting Profitability Goals

• Understands and complies with loss prevention policies and procedures.

• Reviews staffing levels to ensure that guest service, operational needs
and financial objectives are met.

• Reviews financial statements, sales
and activity reports, and other performance data to measure productivity
and goal achievement and to determine areas needing cost reduction and program
improvement.

Managing the Guest Experience

• 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.

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.