Job Summary
The Property Manager on Duty oversees all property operations, ensuring exceptional hospitality and service. This includes representing property management in resolving guest-related situations and managing the flow of questions and directing guests within the lobby.
Candidate Profile
To be successful in this role, you will need a high school diploma or equivalent, with 2 years of experience in guest services, front desk, or a related field. Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is required.
Key Responsibilities
Leading Guest Services Teams
• Lead by example, demonstrating honesty, integrity, and sound financial decision-making skills.
• Encourage open communication, mutual trust, and respect among team members.
• Supervise employees, manage day-to-day operations, and ensure quality standards are met.
Maintaining Guest Services and Front Desk Goals
• Develop specific goals, prioritize tasks, and accomplish your work efficiently.
• Handle guest complaints, settle disputes, and resolve conflicts in a fair and professional manner.
• Maintain strong relationships with other departments to support property operations and goals.
Ensuring Exceptional Customer Service
• Provide personalized service that exceeds customer expectations and builds loyalty.
• Empower employees to deliver excellent customer service and recognize their efforts.
• Analyze service behaviors, provide feedback, and strive for continuous improvement.
Implementing Projects and Policies
• Implement customer recognition programs and communicate policies consistently.
• Manage payroll administration and ensure compliance with Standard Operating Procedures (SOPs).
Conducting Human Resource Activities
• Identify developmental needs, coach, mentor, or provide guidance to improve employee knowledge and skills.
• Participate in employee progressive discipline procedures and use available training tools.
• Solicit employee feedback, utilize an
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