JOB OVERVIEW

The Manager on Duty should have good time management skills, and competence in all guest service roles. The Manager on Duty is a professional leading a team within the department. Responsible for providing excellent front desk service to guests and responding to their needs, requests, and complaints. Monitors and directs activity at the resort to ensure the safety and wellbeing of guests and employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Direct staff activity to meet revenue, guest satisfaction, and performance goals.
• Solve guest and employee issues.
• Assist staff with exceeding guest expectations.
• Track errors with reservations.
• Tax exempt reconciliation.
• Ensure PCI compliance with file management.
• Schedule Front Desk/Reservation staff.
• Coach Front Desk/Reservations staff.
• Issue refunds.
• Checking bills.
• Call and lead auditing.
• Score calls.
• Make postings as needed.
• Complete duties of the Guest Services Director in their absence.
• Other duties assigned by the supervisor or General Manager.

POSITION REQUIREMENTS

• Flexible schedule
• Good time management skills
• Competence in all guest service roles

EDUCATION

• High school or equivalent (Preferred)

EXPERIENCE

• Hotel Front Desk experience: 1 year (Required)
• Supervisory experience: 6 months (Preferred)