Duty Manager
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Key skills for this role
About the Role
Sheraton Hotels & Resorts seeks a Duty Manager to oversee property operations and ensure high levels of hospitality. The role manages guest relations, resolves issues, and supports profitability goals.
Key Skills for This Role
Responsibilities
- Serve as property Manager on Duty and oversee all property operations
- Represent property management in resolving guest or property related situations
- Manage flow of questions and direct guests within the lobby
- Track service issues as Guest Relations Manager
- Maintain strong working relationships with all departments to support operations and goals
- Communicate variations to established norms to appropriate departments
- Ensure compliance with policies, standards, and procedures
- Review staffing levels to meet guest service, operational, and financial objectives
- Intervene in guest/employee situations to maintain property integrity and guest satisfaction
- Respond to and handle guest problems and complaints
- Conduct regular inspection tours of the facility for appearance, safety, staffing, security, and maintenance
- Participate in investigation of employee and guest accidents
Requirements
- High school diploma or GED; 4 years experience in guest services, front desk, housekeeping, or related professional area OR 2 year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in guest services, front desk, housekeeping, or related professional area
Full Job Posting
Job Summary
- Serves as the property Manager on Duty and oversees all property operations, ensuring highest levels of hospitality and service.
- 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 tracking of service issues.
Candidate Profile Education and Experience
- High school diploma or GED; 4 years experience in 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 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.
- 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.
Managing The Guest Experience
- Intervenes in any guest/employee situation as needed to insure integrity of property, guest satisfaction, and employee well being.
- 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 to obtain feedback on quality of product, service levels and overall satisfaction.
- Participates in 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 contributions of team members.
- Ensures employees are cross trained to support daily operations.
- Ensures property policies are administered fairly and consistently.
- Understands and implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
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