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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 guest or property related situations
Manages the flow of questions and directs guests within the lobby
Serves as Guest Relations Manager and handles tracking of service issues
Maintains strong working relationship with all departments
Communicates variations to established norms
Sends copy of MOD report to all departments daily
Strives to improve service performance
Ensures compliance with policies, standards and procedures
Emphasizes guest satisfaction
Understands and complies with loss prevention policies
Reviews staffing levels
Reviews financial statements and performance data
Intervenes in guest/employee situations
Empowers employees to provide excellent customer service
Provides immediate assistance to guests
Serves as a leader in displaying hospitality skills
Responds to guest problems and complaints
Interacts with customers for feedback
Participates in corrective action plans
Records guest issues
Participates in investigation of accidents
Observes service behaviors
Conducts regular inspection tours
Celebrates successes
Ensures employees are cross-trained
Ensures property policies are administered fairly
Understands and implements emergency plans
Requirements:
High school diploma or GED
4 years experience in 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 guest services, front desk, housekeeping, or related professional area