Manager On Duty

**POSITION OVERVIEW**:
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 ensure that the hotel team consistently meets 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.

**BENEFITS OF WORKING FOR THE COMPANY**:

- Hotel discounts all over the world for you and your family/friends
- Group insurance benefits for all full-time employees
- Employee events throughout the year
- Food & Beverage discounts for you and your family/friends
- Access to discounted Kingston Frontenacs Hockey tickets
- Being part of a company who values diversity and inclusion
- Growth & development opportunities

**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, banquets, parking, 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 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
- 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 be available to work evening and overnight hours (11 pm to 7 am shift)
- 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
- 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 contact Human Resources at
613-650-5420 and we will consult with the applicant and arrange for a suitable accommodation that takes into account the applicant’s accessibility needs._

**Job Types**: Permanent, Full-time

**Ben