Duty Manager

JOB SUMMARY

Entry level management position that is responsible for leading and assisting
with the successful completion of daily shift requirements. Front office areas
include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives
to ensure guest and employee satisfaction and achieve the operating budget.
Assists in completing financial and administrative responsibilities.

CANDIDATE PROFILE

Education
and Experience

• High school diploma or GED; 2 years experience
in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant
Management, Hospitality, Business Administration, or related major; no work
experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

•
Utilizes interpersonal and communication skills to lead, influence,
and encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.

• Encourages
and building mutual trust, respect, and cooperation among team members.

•
Serves as a role model to demonstrate appropriate behaviors.

• Supports
all day-to-day operations.

• Understands employee positions well enough
to perform duties in employees' absence.

• Coaches, counsels
and encourages employees.

• Handles employee questions and concerns.

• Supports all areas of the Front Office in the absence of the Front Office
or Front Desk Manager.

• Guides daily Front Desk shift operations.

• Communicates performance expectations to employees in accordance with job
descriptions for each position.

Monitoring
and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting
the expectations of the customers on a daily basis.

• Develops specific
goals and plans to prioritize, organize, and accomplish your work.

•
Handles complaints, settling disputes, and resolving grievances and conflicts,
or otherwise negotiating with others.

• Participates in department
meetings and continually communicates a clear and consistent message regarding
the Front Desk goals to produce desired results.

• Strives to improve
service performance.

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

• Trains
staff on adherence to all credit policies and procedures to reduce bad debts
and rebates.

• Supervises same day selling procedures to maximize room
revenue and property occupancy.

• Understands the impact of Front Desk
operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

• Provides
services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand
guest needs, providing guidance, feedback, and individual coaching when
needed.

• Sets a positive example for guest relations.

• Empowers
employees to provide excellent customer service within guidelines.

•
Handles guest problems and complaints seeking assistance from supervisor
as necessary.

• Interacts with guests to obtain feedback on product
quality and service levels.

Managing Projects
and Policies

• Implementing the customer recognition/service
program, communicating and ensuring the process.

• Assists in the review
of comment cards and guest satisfaction results with employees.

• Ensures
employees have the proper supplies and uniforms.

• Assists in the use
of a guest information tracking system to ensure that a successful repeat guest
recognition program is in use to recognize guest preferences and aid in problem
resolution.

Supporting Handling of Human Resource
Activities

• Identifying the developmental needs of others
and coaching, mentoring, or otherwise helping others to improve their knowledge
or skills.

• Providing guidance and direction to subordinates, including
setting performance standards and monitoring performance.

• Provides
feedback to individuals based on observation of service behaviors.

•
Participates in an ongoing employee recognition program.

• Conducts
training when appropriate.

• Participates in the employee performance
appraisal process.

Additional Responsibilities

• Provides information to supervisors, co-workers,
and subordinates by telephone, in written form, e-mail, or in person.

•
Analyzes information and evaluating results to choose the best solution
and solve problems.

• Informs and/or updating the executives, the peers
and the subordinates on relevant information in a timely manner.

•
Performs all duties at the Front Desk as necessary.

• Understands
the functions of the Bell Staff, Switchboard and Concierge/Guest Services
operations.

• Complies with loss prevention policies and procedures.