Reporting to the Operations Manager, you will be:
Oversee operations and maintain a highly visible presence in Front Office and guest contact areas (i.e., Lobby, Food & Beverage outlets, and Housekeeping).
Assist with medical emergencies involving overnight team members and support Night Audit activities.
Review arrival lists, anticipate guest needs, and maintain active liaison with Housekeeping, Guest Relations, Food and Beverage to ensure exceptional guest service.
Meet and greet VIP guests, attend to special requests, and escort guests to rooms as directed.
Maintain comprehensive knowledge of all room types, hotel layout, and facilities.
Ensure optimum staffing levels across all hotel areas, utilizing on-site associates as necessary.
Address and resolve major complaints, communicate issues to management, and document responses to guest feedback surveys.
Manage emergency situations, lead staff responses, conduct detailed incident reports, and serve as Fire Wardens.
Maintain high product and service knowledge to effectively explain and promote hotel services and facilities, staying current on guest, restaurant, and event activities.
Conduct training on Security and Fire Evacuation procedures with the assistance of the Chief Engineer, ensure security measures are in place, and conduct security checks during each shift.
Conduct shift briefings, ensure effective shift hand-overs, and maintain the Duty Manager’s log book, liaising with department heads on various issues and complaints.
Assist the Guest Experience Manager with publishing staff rosters and submitting payroll.
Manage and be accountable for controlling the Duty Manager float and Reception float.
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