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Manager on Duty/ Duty Manager
2 weeks ago
Supporting Property Operations and Guest Relations Needs
Maintains strong working relationships with all departments to support property operations and goals, expediting the resolution of any problems arising during general operations. Communicates any deviations from established norms to the appropriate department promptly. Sends a copy of the MOD report to all departments daily. Strives to improve service performance continuously. Ensures compliance with all policies, standards, and procedures. Emphasizes guest satisfaction in all departmental meetings, focusing on continuous improvement.Supporting Profitability Goals
Understands and complies with loss prevention policies and procedures. Reviews staffing levels to ensure guest service, operational needs, and financial objectives are met. Analyzes financial statements, sales reports, activity reports, and other performance data to measure productivity, goal achievement, and identify areas for cost reduction and program improvement.Managing the Guest Experience
Intervenes in guest/associate situations as needed to maintain property integrity, achieve guest satisfaction, and preserve associate well-being. Empowers associates to provide excellent customer service. Provides immediate assistance to guests as requested. Leads by example in displaying outstanding hospitality skills. Sets a positive example for guest relations. Responds to and resolves guest problems and complaints. Ensures associates understand customer service expectations and parameters. Regularly interacts with customers throughout the property to gather feedback on product quality, service levels, and overall satisfaction. Participates in developing and implementing corrective action plans to improve guest satisfaction. Records guest issues in the guest response tracking system.Assisting Human Resources Activities
Participates in the investigation of associate and guest accidents as needed. Observes associate service behaviors and provides individual feedback. Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance. Celebrates successes and publicly recognizes team member contributions. Ensures associates are cross-trained to support daily operations successfully. Administers property policies fairly and consistently, ensuring disciplinary procedures and documentation comply with Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process. Understands and, if necessary, implements all emergency plans, including those for accidents, deaths, elevator issues, thefts, vicious crimes, bombs, and fires. Skills/Knowledge/Experience: High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional areaOR 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 Bachelor's Degree or Diploma in Hospitality or equivalent combination of education and experience an asset Self-motivated team player with demonstrated interpersonal & leadership skills Ability to excel and perform well under pressure Demonstrated ability to work in a fast paced, multi-tasking, multi-functional team environment Excellent communication and organizational skills Advanced working knowledge of Microsoft Office Suite, and PMS software required Exemplifies Coast's core values and enjoys working in a culture of accountability Able to work a flexible schedule, which includes evenings, weekends, holidays, and some overnights
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