Duty Manager
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Key skills for this role
About the Role
Oversee property operations, manage guest relations, ensure service excellence, and support profitability goals while maintaining compliance with policies.
Key Skills for This Role
Responsibilities
- Serve as the property Manager on Duty and oversee all property operations
- Represent property management in resolving guest or property related situations
- Manage the flow of questions and direct guests within the lobby
- Serve as Guest Relations Manager and handle tracking of service issues
- Maintain strong working relationships with all departments
- Communicate variations to established norms to appropriate departments
- Review staffing levels to ensure guest service, operational needs, and financial objectives are met
- Intervene in guest/associate situations to maintain property integrity and guest satisfaction
- Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance
Requirements
- Experience in hotel operations or property management
- Strong leadership and guest relations skills
- Ability to handle guest complaints and resolve issues
- Knowledge of loss prevention policies and procedures
- Ability to review financial statements and performance data
Full Job Posting
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.
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/associate situation as needed to insure the integrity of the property is maintained.
- Empowers associates to provide excellent customer service.
- Provides immediate assistance to guests as requested.
- Serves as a leader in displaying outstanding hospitality skills.
- Responds to and handles guest problems and complaints.
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Assisting Human Resources Activities
- Participates as needed in the investigation of associate and guest accidents.
- Observes service behaviors of associates 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 associates are cross trained to support successfully daily operations.
- Ensures property policies are administered fairly and consistently.
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