Duty Manager

What you'll do

• Build and maintain strong working relationships with all departments to support operations and resolve problems quickly.
• Communicate any deviations from established standards to the relevant department without delay.
• Send the daily Manager on Duty report to all departments.
• Work continuously to improve service performance.
• Ensure the property complies with all policies, standards and procedures.
• Keep guest satisfaction front and centre in departmental meetings and push for ongoing improvement.
• Follow loss prevention policies and procedures.
• Review staffing levels so that guest service, operational needs and financial targets are met.
• Review financial statements, sales and activity reports and other performance data to measure productivity, track goals and identify where costs can be cut or programmes improved.
• Step into any guest or employee situation as needed to protect the property's integrity, achieve guest satisfaction and safeguard employee wellbeing.
• Empower employees to deliver excellent customer service.
• Give guests immediate help whenever they ask for it.
• Lead by example with outstanding hospitality skills.
• Set a positive example for guest relations.
• Respond to and resolve guest problems and complaints.
• Make sure employees understand customer service expectations and boundaries.
• Interact with guests regularly across the property to gather feedback on product quality, service levels and overall satisfaction.
• Take part in developing and carrying out corrective action plans to improve guest satisfaction.
• Log guest issues in the guest response tracking system.
• Assist with investigations into employee and guest accidents when needed.
• Observe how employees deliver service and give them individual feedback.
• Conduct regular inspection tours of the whole facility covering appearance, safety, staffing, security and maintenance.
• Celebrate successes and publicly recognise team members' contributions.
• Ensure employees are cross-trained so daily operations run smoothly.
• Make sure property policies are applied fairly and consistently, and that disciplinary procedures and documentation follow SOPs and LSOPS and support the Peer Review Process.
• Understand and, if necessary, implement all emergency plans including accident, death, elevator, theft, vicious crimes, bomb and fire situations.