Duty Manager

The Duty Manager contributes to the overall success of the hotel by encouraging and promoting a high-performance culture within the hotel.  Acts as the Property Manager on Duty, overseeing all property operations to ensure the highest standards of hospitality and service. Represents property management in resolving guest and property-related issues. Manages the flow of questions and directs guests within the lobby. Additionally, serves as Guest Relations Manager, handling and tracking service issues.  As a leader to all of the hotel departments the successful candidate will work to create and promote a work environment that exemplifies Coast Hotels Core Values. 

Responsibilities: 

Supporting Property Operations and Guest Relations Needs

• Maintains strong working relationships with all departments to support property operations and goals, expediting the resolution of any problems arising during general operations.
• Communicates any deviations from established norms to the appropriate department promptly.
• Sends a copy of the MOD report to all departments daily.
• Strives to improve service performance continuously.
• Ensures compliance with all policies, standards, and procedures.
• Emphasizes guest satisfaction in all departmental meetings, focusing on continuous improvement.

Supporting Profitability Goals

• Understands and complies with loss prevention policies and procedures.
• Reviews staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Analyzes financial statements, sales reports, activity reports, and other performance data to measure productivity, goal achievement, and identify areas for cost reduction and program improvement.

Managing the Guest Experience

• Intervenes in guest/associate situations as needed to maintain property integrity, achieve guest satisfaction, and preserve associate well-being.
• Empowers associates to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Leads by example in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and resolves guest problems and complaints.
• Ensures associates understand customer service expectations and parameters.
• Regularly interacts with customers throughout the property to gather feedback on product quality, service levels, and overall satisfaction.
• Participates in developing and implementing corrective action plans to improve guest satisfaction.
• Records guest issues in the guest response tracking system.

Assisting Human Resources Activities

• Participates in the investigation of associate and guest accidents as needed.
• Observes associate service behaviors and provides individual feedback.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Celebrates successes and publicly recognizes team member contributions.
• Ensures associates are cross-trained to support daily operations successfully.
• Administers property policies fairly and consistently, ensuring disciplinary procedures and documentation comply with Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Understands and, if necessary, implements all emergency plans, including those for accidents, deaths, elevator issues, thefts, vicious crimes, bombs, and fires.

Skills/Knowledge/Experience:

• 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
• Bachelor's Degree or Diploma in Hospitality or equivalent combination of education and experience an asset
• Self-motivated team player with demonstrated interpersonal & leadership skills 
• Ability to excel and perform well under pressure
• Demonstrated ability to work in a fast paced, multi-tasking, multi-functional team environment 
• Excellent communication and organizational skills
• Advanced working knowledge of Microsoft Office Suite, and PMS software required
• Exemplifies Coast’s core values and enjoys working in a culture of accountability
• Able to work a flexible schedule, which includes evenings, weekends, holidays, and some overnights