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.
Education and Experience
school diploma or GED; 4 years experience in the guest services, front desk,
housekeeping, or related professional area.
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.
CORE WORK ACTIVITIES
Property Operations and Guest Relations Needs
•Maintains 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.
•Communicates any variations to the established norms to the appropriate department in a
•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 and focuses on continuous
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 to
measure productivity and goal achievement and to determine areas needing cost
reduction and program improvement.
•Intervenes in any guest/associate situation as needed to insure the integrity of the property
is maintained, guest satisfaction is achieved, and associate well being is
•Empowers associates 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 associates understand customer service expectations and parameters.
with customers on a regular basis throughout the property to obtain feedback on
quality of product, service levels and overall satisfaction.
•Participates in the development and implementation of corrective action plans to improve
•Records guest issues in the guest response tracking system.
Human Resources Activities
•Participates as needed in the investigation of associate and guest accidents.
•Observes service behaviors of associates 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 associates are cross-trained to support successfully daily operations.
property policies are administered fairly and consistently, disciplinary
procedures and documentation are completed according to Standard and Local Operating
Procedures (SOPs and LSOPS) and support the Peer Review Process.
and, if necessary, implements all emergency plans including accident, death,
elevator, thefts, vicious crimes, bombs, fire, etc.
Adaptability - Maintains
performance level under pressure or when experiencing changes or challenges
in the workplace.
Communication - Conveys information and ideas to others in a convincing and engaging
manner through a variety of methods.
Problem Solving and Decision Making - Identifies and understands issues, problems, and
opportunities; obtains and compares information from different sources to
draw conclusions, develop and evaluate alternatives and solutions, solve
problems, and choose a course of action.
Professional Demeanor -
Exhibits behavioral styles that convey confidence and command respect from
others; makes a good first impression and represents the company in alignment
with its values.
Building and Contributing to Teams - Actively participates as a
member of a team to move the team toward the completion of goals.
Driving for Results -
Sets high standards of performance for self and/or others; assumes
responsibility for work objectives; initiates, focuses, and monitors the
efforts of self and/or others toward the accomplishment goals; proactively
takes action and goes beyond what is required.
Planning and Organizing - Gathers information and
resources required to set a plan of action for self and/or others;
prioritizes and arranges work requirements to accomplish goals and ensure
work is completed.
Coworker Relationships -
Interacts with others in a way that builds openness, trust, and confidence in
the pursuit of organizational goals and lasting relationships.
Customer Relationships -
Develops and sustains relationships based on an understanding of customer
needs and actions consistent with the company s service standards.
Global Mindset - Supports
employees and business partners with diverse styles, abilities, motivations,
and/or cultural perspectives; utilizes differences to drive innovation,
engagement and enhance business results; and ensures employees are given the
opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
Organizational Capability - Evaluates and adapts the structure of own
assignments and suggests improvements to work processes to best fit the needs
and/or support the goals of an organizational unit.
Talent Management - Provides support and feedback to help
individuals develop and strengthen skills and abilities needed to accomplish
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning
opportunities to improve performance of self and/or others.
Business Acumen - Understands and utilizes business information to
manage everyday operations.
Technical Acumen -
Understands and utilizes professional skills and knowledge in a specific
functional area to conduct.