JOB SUMMARY
Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.
CORE WORK ACTIVITIES
Supporting Property Operations and Guest Relations Needs
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Strives to improve service performance.
• Ensures compliance with all policies, standards and procedures.
• Sends copy of MOD report to all departments on a daily basis.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Supporting Profitability Goals
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands and complies with loss prevention policies and procedures.
Managing the Guest Experience
• Records guest issues in the guest response tracking system.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Sets a positive example for guest relations.
• Ensures employees understand customer service expectations and parameters.
• Provides immediate assistance to guests as requested.
• Serves as a leader in displaying outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Responds to and handles guest problems and complaints.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
Assisting Human Resources Activities
• Celebrates successes and publicly recognizes the contributions of team members.
• Participates as needed in the investigation of employee and guest accidents.
• Ensures employees are cross- trained to support successfully daily operations.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
• Observes service behaviors of employees and providing feedback to individuals.
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
