Duty Manager - Quản lý ca trực

DUTIES AND RESPONSIBILTIES

1. Supporting Property Operations

• Maintain 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.

• Communicate any variations to the established norms to the appropriate department in a timely manner.

• Send copy of MOD report to all departments on a daily basis.

• Strive to improve service performance.

• Ensure compliance with all policies, standards and procedures.

• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.

• Perform any other tasks assigned by Front Office Manager or Upper Management.

2. Supporting Profitability Goals

• Understand and comply with loss prevention policies and procedures.

• Review staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Review 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.

3. Managing the Guest Experience

• Intervene 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.

• Empower employees to provide excellent customer service.

• Provide immediate assistance to guests as requested.

• Serve as a leader in displaying outstanding hospitality skills.

• Set a positive example for guest relations.

• Respond to and handle guest problems and complaints.

• Ensure employees understand customer service expectations and parameters.

• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.

• Participate in the development and implementation of corrective action plans to improve guest satisfaction.

• Record guest issues in the guest response tracking system.

4. Assisting Human Resources Activities

• Participate as needed in the investigation of employee and guest accidents.

• Observe service behaviors of employees and provide feedback to individuals.

• Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.

• Celebrate successes and publicly recognizes the contributions of team members.

• Ensure employees are cross-trained to support successfully daily operations.

• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standards (SOPs) and support the Employee Performance Review Process.

• Understand and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.