Job Description

Job Description

Job Description

Position Summary :

The Manager on Duty will report directly to the Operations Manager.

Assist management in training, evaluating, and reporting any inconsistencies to upper management. Serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to upper management; Follow all company policies and procedures; ensure uniform and personal appearances are clean and professional; maintain confidentiality of proprietary information; protect company assets.

Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards.

This position will also have direct communications to appropriate departments by performing the following duties personally or through subordinates, supervisors and staff members.

Specific Responsibilities:

Core duties and responsibilities include the following. Other duties may be assigned.

• Assists guests and front desk associates with day-to-day issues. Must ensure that issues or challenges are addressed in a professional and timely manner.
• Processes guests check in and offers additional services needed by guest.
• Ensure, and provide upscale, professional guest service experiences for all customers. Greets customers with personal recognition, remembering names, or addressing with correct salutation.
• Independently think, work, and find creative solutions for service failure recovery.
• Provide flawless, upscale, professional guest service experiences for all customers. Greets customers with personal recognition, remembering names, or addressing with correct salutation.
• Use of Time shareware to check-in and out guests as needed.
• Assist the Front Desk with RCI scores tracking scores and guest comments.
• Interact with guests throughout the property to assess any guest relation needs.
• Analyze data and trends to respond to guest needs and anticipate their unstated ones.
• Expect and react promptly to guests’ requirements and inquires.
• Oversee “comp” reservations at the Front Desk.
• Actively listen and resolve complaints and offer reasonable compensation as needed.
• Active use of social media technology to offer real-time service recovery for in-house tenants.
• Oversee and coordinate all VIP arrivals, VIP baskets, and confirm VIP satisfaction.
• Coordinate and manage communication between guests and Department Managers. Follow up to ensure complete service recovery.
• Promote all amenities, conveniences, and programs offered at Parkway.
• Follow up with guests after security incidents; check welfare, offer additional assistance, etc.
• Operate courtesy shuttle as needed.
• Discovers local area events and promotes guest knowledge of those events.
• Complete any other duties or tasks assigned by Parkway management.
• Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Writes clearly and informatively, Edits work for spelling and grammar.
• Ability to make educated decisions and accept responsibility and consequences for those decisions.
• Approaches other in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status of position; Accepts responsibility for own actions; Follows through on commitments.
• Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that’s gets other’ attention.
• Other duties as assigned and deemed necessary by management.

Position Requirements (Skills/Abilities) :

Experience:

Three to five years of hospitality-related management experience is required. Timeshare or Resort management experience highly desirable. Must be able to manage multiple priorities simultaneously; communicate effectively at all levels; and demonstrate the ability to analyze and resolve problems. Must possess significant computer software program experience, especially Excel and Word.

Education: High School diploma or GED required.

Flexible Scheduling:

Must be able to work Evenings, Friday, Saturday, Sunday and Holidays.

Physical Demands:

While performing the duties of this job the employee is required to walk, stand, stoop, kneel, crouch or crawl. The employee is required to use his/her hands and fingers to feel, and reach for objects of various sizes, shapes and weight.

The employee will occasionally be required to climb a step ladder or balance and, to talk, hear and/or smell. The employee must regularly push, pull, lift and/or move 10-25 lbs. And occasionally push, pull, lift and/or move 50 or more pounds with assistance. Specific Vision abilities required for this job include Close vision, Distance vision, color vision, peripheral vision, depth perception and ability to focus in various settings. Good Customer Service skills are a must.

Standards of Appearance:

This position is highly visible in all resort areas, team members must present a clean professional appearance and must adhered to Daily Management, Inc., Local Standard Operating Procedures-Standards of Appearance.

Standards of Conduct:

The high ethical standards of Daily Management, Inc. must be upheld by all members of the management team. The policies relative to press relations, equal opportunity, discrimination, sexual harassment, vendor relations, alcohol consumption, etc., stated in the Team Member handbook and manuals are inviolable. We pride ourselves on providing a professional caring atmosphere for guests and fellow team members and will achieve this goal through responsible action as individuals and as a group.

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