Manager On Duty
6 months ago
**POSITION OVERVIEW**:
This role is responsible for overseeing and managing all aspects of the hotel in the absence of the Guest Services Manager to ensure smooth operations across all departments. You will see that the hotel team is consistently meeting our brand standards, foster a positive and productive work environment, and ensure that our guests consistently receive an exceptional experience while with us, from the service they receive to the physical facility.
**KEY AREAS OF RESPONSIBILITY**:
- Work collaboratively with all departments to ensure smooth operations, hotel standards are adhered to, emergency situations are managed properly, and ensure guests needs are consistently being met or exceeded
- Manage and resolve all Guest complaints or concerns promptly and effectively with the goal of 100% guest satisfaction
- Support the hotel team by assisting any department as required to ensure uninterrupted service to our guests (i.e., guest check-in, guestroom deliveries, banquets, parking, etc.)
- Address and correct employee performance and behavior concerns in the absence of the Department Head Manager
- Be present in the hotel lobby and other public areas, particularly during busy times, to greet and engage with all guests and assist with inquiries, requests, baggage, and making them feel welcome
- Conduct property walks and perimeter checks, including parking area, to ensure safety and security of the hotel, our guests, and employees, and ensure the property is clean and presentable at all times (i.e., light bulbs working, garbage removed, etc.)
- Stay current with all hotel offerings, services, policies and procedures, hotel, and local events/activities
- Work closely with Guest Services Manager to monitor Guest satisfaction reports and implement actions to improve results
- Promote teamwork, intercultural competency among team members, quality guest service through education, effective communication, and coordination with other departments
- Support and promote a culture of equity, diversity, inclusion, and indigeneity that respects and incorporates different perspectives in decision making
- Complete daily MOD report detailing any issues and resolutions and forward to the management team for review
- **The above areas of responsibility are intended to describe the essential nature and level of work to be performed. **_
- **They are not all inclusive and may be amended from time to time.**_
**QUALIFICATIONS**:
- Completion of a 2-year community college diploma in related area or equivalent
- Minimum 4 years of diverse hotel experience
- Minimum 2 years experience in a management role with a strong understanding of a full-service hotel operation
- Ability to approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
- Must be effective in handling problems with tact and diplomacy, including anticipating, preventing, identifying, and solving problems, as necessary.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
- Passion for customer service excellence
- Strong communication skills both written and verbal
- Excellent time management skills with the ability to prioritize and multitask
- Strong computer skills - experience with Choice Advantage
- Must possess the ability to communicate effectively within a diverse team environment
- Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers, and guests
- Must be flexible to work evening and overnight hours
**Job Types**: Full-time, Permanent
**Salary**: $40,000.00-$45,000.00 per year
**Benefits**:
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
Work Location: In person
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