Manager On Duty

Job Overview: Perform as the hotel ambassador to ensure the safety, security, and satisfaction of all

hotel guests.

Responsibilities and Duties:

• Work in unison with the security and guest services departments to ensure an exceptionally

seamless, safe, and memorable experience.

• Personally interact with guests in a positive and friendly way to anticipate and ascertain needs and

ensure guest satisfaction.

• Strives to improve service performance.

• Interacts in a positive manner with team members, promoting teamwork.

• Executes emergency procedures in accordance with hotel standards.

• Coordinate the search and resolution of all lost child situations.

• Greet and escort VIPs to guestrooms upon initial arrival to hotel and coordinate servicing of special

requests during their stay.

• Respond to requests by guests or departments for assistance in any guest-related problem.

• Follow up with guests who have required prior MOD assistance to ensure that their difficulties have

been completely resolved.

• Conduct regular monitoring rounds of guest areas, including recreational areas, food and beverage

outlets, and function spaces.

• Inspect hotel areas for safety, cleanliness, and overall condition.

• Ensure adherence to required department staffing levels.

• Personally assist or coordinate the resolution of deficiencies noted during rounds.

• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are

met.

• Assist any department as needed based upon service demands.

• Prepare shift reports detailing activities completed and notify leadership as appropriate.

• Sends copy of MOD report to all departments daily.

• Coordinate the timely resolution of guest problems or complaints, providing complimentary

products or services or financial adjustments as appropriate.

• Personally communicate relocation requirement to any guest who needs to be walked due to a sold-out situation.

• Personally coordinates, with the assistance of Security department and local law enforcement

officials, any necessary eviction of a guest from hotel property.

• Assist in obtaining necessary payments from guests as necessary.

• Attending hotel staff meetings and completing assigned training programs.

• Complies with required safety regulations and procedures.

• Maintains cleanliness and excellent condition of equipment and work area.

• Complies with hotel standards, policies, and rules.

• Remains current with hotel information and changes.

• Complies with hotel uniform and grooming standards.

• Ensure a high level of product knowledge of the hotel, including, but not limited to, directions,

hours of outlet operation, hotel services, hotel events and local and community events and

attractions.

• Safely drive the airport shuttle as needed.

• Appropriately address team member concerns or issues.

• Perform other duties as assigned.

Specific Job Knowledge and Skills:

• Exceptionally strong technical and service skills

• Extensive knowledge of all hotel departments

• Excellent guest service skills

• Knowledge of all state innkeeper laws

• Multilingual preferred

Other Expectations:

• Regular attendance in conformance with the standards, which may be established from time to time,

is essential to the successful performance of this position.

• Due to the cyclical nature of the hospitality industry, associates may be required to work varying

schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.

• All team members must maintain a neat, clean and well-groomed appearance (specific standards

available).

• Team Members are always required to take on the responsibility and wear appropriate Personal

Protective Equipment (PPE) as determined by position and duties.

• Complies with health and safety rules, regulations and procedures to maintain a safe environment

Working Conditions:

Physical Demands:

The physical demands and work environment characteristics described here are representative of those

that must be met by a team member to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

functions.

Qualifications:

Education: Bachelor's degree in hospitality management or relevant experience.

Experience: Minimum two years of guest service management experience.

Other: Additional language ability preferred. Able to work a evening flexible schedule, including

weekends and holidays is required

We offer a comprehensive full-time benefits package consisting of medical, dental, vision, telemedicine, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accidental or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!