Manager On Duty/ Duty Manager

4 months ago

Edmonton, Canada Coast Hotels Full time

Your company, your values, your career

Coast Hotels is a dynamic and growing brand. Our culture is rooted in our values, leadership accountability, and the growth and development of our Ambassadors.

**Responsibilities**:
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 area

OR
- 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

Coast Hotels offers a variety of benefits, including competitive wages & benefits, employee discounts, training & development, career advancement opportunities & more

Coast Hotels is an Equal Opportunity Employer
Coast Hotels would like to thank all interested applicants
Only those selected for an interview will be contacted

NO PLACE LIKE COAST

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