Duty Manager

Maybourne Beverly Hills Hotel•Beverly Hills, CA

7d•Onsite

About The Position

As a Duty Manager at The Maybourne Beverly Hills, you will play a pivotal role in managing the day-to-day operations of our hotel. Your responsibilities encompass a range of tasks, ensuring the highest levels of service, guest satisfaction, and efficiency.

Requirements

Minimum of four (4) years’ experience in customer service for a luxury hotel
Two (2) to three (3) years of hotel supervisory experience
Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Ability to supervise subordinate staff, including, but not limited to, assignment of duties, evaluating service and taking disciplinary action when necessary.
Ability to solve problems and make rational decisions.
Knowledge of hotel operations, its services, and facilities.
Excellent interpersonal and leadership skills to facilitate effective interface with culturally diverse hourly and management Associates, vendors, applicants, and the public at large
Must be dependable and available to work within the hotel on weekends, nights and/or holidays based on business demands.
Must possess good attitude, attention to detail, and ability to work under pressure
Excellent customer service skills and a Positive attitude are required
Must have comprehensive knowledge of POS systems, Microsoft WORK, Excel, Outlook and Opera

Responsibilities

Monitoring service standards in all areas of the operation in keeping with the highest guest expectations
Owning all guest complaints in the absence of all other management, if guest wishes to speak to the Manager on Duty
Focus on prevention of issues and maintain a high level of attention to detail to anticipate guest needs and potential issues, resolving them before they occur.
Directing, implementing, and maintaining a service and management philosophy to the Front Desk, Bell Services, and PBX.
Maximizing the financial performance of the hotel by providing the highest possible guest service and product
Performing management duties in the absence of all other managers
Troubleshooting guest and employee issues and taking ownership to resolve and prevent recurrence
Constantly monitoring the physical area to ensure that all maintenance and housekeeping issues are reported and resolved efficiently
Create an environment of learning to ensure all members of the team are trained to understand and follow all standards of operation
Work closely with the Front Office Manager on training and development that exceeds guest expectations.
Maintain a positive and friendly attitude at all times, even when working to achieve solutions to challenges.
Ensure the accuracy of data in all systems and provides the necessary daily reports for all departments.
Provide a naturally friendly, helpful, and responsive, level of service to all our guests from arrival to departure.
Be hands-on and willing to constantly work both front and back of house, maintaining lobby presence, spending time with guests and team members alike.
Own the lobby and communicate with Senior Leadership Team about VIP’s present and local influencers in the hotel
You know this is a 24-hour business and are flexible to work overnight, weekends and holidays
Work positively and collaboratively to achieve the highest standards of delivery at work.
Lead by example; support the department operation and provide direct service to guests as needed
Oversee the arrival and departure experience, ensuring guests expectations are exceeded at all times
Guaranteeing that staff is adequately briefed on pertinent information regarding hotel business, VIP’s and daily group activities
Manages the driver and courtesy car program of the hotel, including the movement of all guests to/from guestrooms
Regularly move throughout the departments to visually monitor all elements (lighting, music), business levels, staffing levels, steps of service, FORBES standards, timing of service, hotel cleanliness and take steps to ensure hotel quality and presentations are met at all times
Support the hotel's life-safety systems and be prepared at all times for emergency situations
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
Perform additional duties as assigned that may be outside of the normal scope based on business needs
Ensure open and productive relations with all residential unit owners, including management of rental program operations thru Opera PMS.
Provide support of a specialist nature to the Front Office Manager and other Department Managers. Work in support of team goals and measure effectiveness by the quality of decision making at the senior level as well as through the profit and service performance at the individual unit level
Create new and update current Standard Operating Procedures (SOPs) to maintain the level of standards consistent with all colleagues throughout the department.