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Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.
Job Responsibility:
Serves as the property Manager on Duty and oversees all property operations
Represents property management in resolving any guest or property related situation
Manages the flow of questions and directs guests within the lobby
Serves as Guest Relations Manager and handles the tracking of service issues
Maintains a strong working relationship with all departments to support property operations and goals
Communicates any variations to the established norms to the appropriate department
Sends copy of MOD report to all departments on a daily basis
Strives to improve service performance
Ensures compliance with all policies, standards and procedures
Emphasizes guest satisfaction during all departmental meetings
Understands and complies with loss prevention policies and procedures
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
Reviews financial statements, sales and activity reports, and other performance data
Intervenes in any guest/employee situation as needed
Empowers employees to provide excellent customer service
Provides immediate assistance to guests as requested
Serves as a leader in displaying outstanding hospitality skills
Sets a positive example for guest relations
Responds to and handles guest problems and complaints
Ensures employees understand customer service expectations and parameters
Interacts with customers on a regular basis throughout the property to obtain feedback
Participates in the development and implementation of corrective action plans
Records guest issues in the guest response tracking system
Participates as needed in the investigation of employee and guest accidents
Observes service behaviors of employees and providing feedback to individuals
Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance
Celebrates successes and publicly recognizes the contributions of team members
Ensures employees are cross-trained to support successfully daily operations
Ensures property policies are administered fairly and consistently
Understands and, if necessary, implements all emergency plans
Requirements:
High school diploma or GED
4 years experience in the guest services, front desk, housekeeping, or related professional area
OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
2 years experience in the guest services, front desk, housekeeping, or related professional area