Manager on Duty, leading the property during scheduled shifts and driving operational excellence across Front Desk, Housekeeping, Maintenance, and the Breakfast room.
Key Responsibilities: Operational Leadership
- Serve as Manager on Duty, overseeing all departments and resolving real‑time operational issues.
- Conduct daily property walkthroughs, identifying and correcting service, safety, and maintenance concerns.
- Ensure smooth coordination between the Front Desk, Housekeeping, Maintenance, and Breakfast team.
- Monitor room readiness, cleanliness standards, and turnaround efficiency.
Guest Experience & Service Recovery
- Greet guests, maintain lobby presence, and proactively identify service opportunities.
- Handle escalated guest concerns with professionalism and effective recovery strategies.
- Support reputation management by influencing reviews, surveys, and guest satisfaction scores.
Staff Supervision & Development
- Lead, coach, and support front‑line teams, ensuring adherence to service standards.
- Assist with hiring, onboarding, training, and performance evaluations.
- Manage scheduling, labor control, and shift coverage to meet occupancy demands.
Financial & Administrative Duties
- Support daily financial controls including cashier audits, rebates, and billing accuracy.
- Assist with budgeting, forecasting, labor modeling, and cost‑control initiatives.
- Maintain compliance with brand standards, safety protocols, and regulatory requirements.
Safety & Compliance
- Enforce emergency procedures, workplace safety, and security protocols.
- Ensure staff training on OSHA, food safety, and brand compliance requirements.
Qualifications
- 2–4 years hospitality experience; supervisory experience preferred.
- Strong leadership, communication, and conflict‑resolution skills.
- Proficiency with PMS systems (Opera, Cloudbeds, or equivalent).
- Ability to work flexible hours, including weekends and holidays.
- High attention to detail and commitment to guest satisfaction.
Performance Indicators
- Guest satisfaction scores (Medallia, Google, OTA reviews).
- Labor efficiency and schedule accuracy.
- Room readiness and housekeeping quality metrics.
- Service recovery effectiveness.
- Team engagement and turnover rates.
- Compliance with brand and safety standards.
Reporting Structure
- Reports to: General Manager
- Supervises: Front Desk, Night Audit, Guest Services; supports Housekeeping & Breakfast team
Pay: From $21.00 per hour
Work Location: In person
