Manager on Duty/ Duty Manager

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.

• 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