Manager on Duty

## Description

**Supervisory Responsibilities:** Major areas of responsibility/management: Front Office, Restaurant Outlets, Concierge Services, Housekeeping, Laundry, Valet Parking, Gift Shop, and Event facilities.

**These duties may be described as, but not limited to:**

• Responsible for operation of Front Office department including check in, check out, filling in for Agents as needed, provide back-up for answering phones, arrivals process, and all other necessary requirements of the department.
• Monitors all service levels throughout the hotel and reacts to business levels that are in need of attention. Focus on areas that are developing a “pressure point” and help to resolve or manage to improve the guest experience. Actively provides service assistance on the floor of restaurant outlets as needed or requested by management.
• Partners with Department Managers to assure immediate resolution of guest complaints and operational challenges. Follows guest-related matters through to completion with the assistance of Management if needed.
• In absence of Department Management, has authority to make decisions pertaining to the hotel.
• Responds to all security/safety concerns, practices proper reporting according to policy, and maintains follow up with person(s) involved.
• Throughout the shift, regular circulation around the interior and exterior of the property is expected. Conduct inspections of the fire panel closet, Concierge Desk, public spaces, hallways and parking lots.
• Cleanliness is a priority throughout the hotel and property. Pick-up as needed around Veranda, Adirondack Chairs, hallways and Lounges to assure all areas are free of glasses and debris. All exterior doors are checked after hours.
• Service assist is provided in guest rooms, Concierge, Laundry, Valet Parking, or on the floor of restaurant outlets as needed or requested by management.
• Observes and monitors all patrons to assure proper alcohol service procedures are being followed. Notifies management of anyone suspected of over intoxication and acts in a proactive manner to stop service, approach or remove the individual from the premises. Assures safe transportation as needed.
• Ensures that the hotel is maintaining all sanitation standards with a focus on rear kitchen alley, trash compactor area and public space receptacles.
• Checks out with all managers prior to their leaving. Assures that restaurant outlets, event space and bar areas are closed following proper closing and cleaning procedures.
• Assists in handling and communicating maintenance problems.
• Confirms with managers that appropriate amounts of cash are on-hand and manages the MOD bank according to SOP.
• Acts as a management support to other Cape Resort properties on an as needed basis or when requested by management.
• Handles special projects as assigned by General Manager, Director of Operations or Front Office Manager.
• Daily Pass-Along report is completed at the conclusion of each shift and contains detailed description of each shift.
• Other duties as assigned.

## **Required Knowledge, Skills, Abilities:**

• Must be able to communicate, both verbally and written, effectively with guests, vendors and fellow employees.
• Must read and write the English language fluently.
• Most tasks are performed in a team environment with employee acting as a team leader.
• Intermediate knowledge of computer applications, including Word, Outlook, Excel and PowerPoint required.
• Knowledge of computer accounting programs, math skills as well as budgetary analysis required.
• Ability to display courtesy and professionalism in all contacts, and to manage difficult or sensitive situations effectively.
• Advanced knowledge of the principles and practices within the room’s discipline and hospitality profession, including experiential knowledge for management of people and complex problems.
• Ability to manage multiple operations with a high level of detail.
• Ability to assess and evaluate employees’ performance in a fair and consistent manner.
• Ability to supervise, train and motivate multiple levels of managers.
• Ability to study, analyze and interpret complex activities and information in order to improve new practices or develop new approaches.

**Minimum Qualifications:**

• Two year degree in hospitality or related field preferred. High school diploma or GED required.
• A minimum of two (2) years supervisory experience in hospitality industry required.
• Prior experience with a hotel PMS system preferred. Knowledge of Maestro PMS system helpful.

*This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.*