Manager On Duty

This role is responsible for overseeing and managing all aspects of the hotel in the absence of the General 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 handled 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, parking garage, bell services, etc.)
- Address and correct employee performance and behaviour 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 generally making them feel welcome
- Conduct property walks and perimeter checks, including parking garage, 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, room service trays picked up, 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
- Complete daily MOD report detailing any issues and resolutions and forward to the management team for review
- Ensure you are using an inclusive hiring approach and in compliance with Ontario Human Rights Code and the Accessibility for Ontarians Disabilities Act and any other applicable legislation
- Support and promote a culture of equity, diversity, and inclusion that respects and incorporates different perspectives in decision making
- Ensure hotel policies and procedures are administered on a consistent and equitable basis
- Maintain a welcoming and inclusive working environment to attract and retain qualified staff
- Ensure regular recognition of staff showing commitment to the hotel’s organizational values and policies
- 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 good 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 MARSHA and Opera an asset
- Must be flexible to work evening and overnight hours
- 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

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- We are committed to contribute to a systemic change in equity, diversity, and inclusion. Diamond Hotels is proud to be an equal opportunity employer. We commit to identify, prevent, and eliminate discrimination and harassment in all its forms with respect to race, color, ancestry, place of origin, physical or mental disability, sex, gender identity or expression, sexual orientation, age, religion, political belief, marital status or family status of that person or that group or class of persons._
- We are further committed to compliance with all fair employment practices relating to citizenship and immigration status. In recruiting for our team, we want to know more about the collective sum of your experiences, knowledge, innovation, self-expression, and talent that you invest in your work. We encourage members of designated groups and Indigenous Peoples to self-identify and apply._
- We will also make accommodation available to job applicants with disabilities in the recruitment process. During this process, if an applicant requests accommodation, please