Manager on Duty

Auberge Collection•Aspen, CO

3d•$25 - $27•Onsite

About The Position

The Manager on Duty is responsible for maintaining guest experience goals and managing day-to-day operations to ensure quality and operational outlines meet and exceed guest expectations. This role assists with the overall organization and operation of the Guest Services Department, Concierge Department, Front Desk Department, Call Center, and Night Audit. The Manager on Duty oversees the writing of work schedules based on forecasted hotel occupancy, scheduled events, and holidays, working with department managers to modify as needed. They also assist in preparing and conducting Front Office sub-department meetings and ensure all guest complaints or problems are handled immediately to ensure guest satisfaction, with managers and supervisors documenting service issues using the Guest Incident Report template. A key part of this role involves reviewing Hotel Jerome’s Unifocus Results Daily, identifying service issues, and handling them accordingly through the Rewards program or disciplinary action. This includes investigating unresolved issues, collecting facts, and working with department managers to contact guests to resolve issues. The Manager on Duty also documents and follows up on guest or associate incidents involving injuries, property damage, or theft, and documents employee issues, implementing disciplinary action when needed. They adhere to established labor standards, minimize overtime, and update/develop standardized operating procedures, job descriptions, and training programs. Finally, they communicate pertinent guest information to designated departments and personnel.

Requirements

2+ years hotel reception experience in a 4 or 5-star hotel preferred
Experience in Alice and Opera, or related systems
Extensive knowledge of Google Applications including G-mail, Calendar, Tasks, etc.
Must have the ability to move/maneuver in an office standing environment

Nice To Haves

Bachelor’s Degree in Hospitality Management Preferred

Responsibilities

Manage day-to-day operations, ensuring the quality, operational outlines meeting and exceeding the guest expectations on a daily basis
Assist with the overall organization & operation of the Guest Services Department, Concierge Department, Front Desk Department, Call Center, Night Audit.
Oversee the writing of the work schedule based on forecasted hotel occupancy, scheduled events, holidays, etc. Ensure to work with department managers to modify as deemed necessary
Assist in the preparation and conducting of all Front Office sub- department Department Meetings
Ensure all guest complaints or problems are handled immediately, ensuring guest satisfaction. Ensure all managers and supervisors are documenting all service issues utilizing the Guest Incident Report template for communication purposes.
Review Hotel Jerome’s Unifocus Results Daily
Identify service issues, whether or not issues were resolved to guest satisfaction, identify any negative & positive comments, and if agents are mentioned by name. Handle results accordingly with the Rewards program or disciplinary action.
Investigate any unresolved issues by collecting all facts. Work with specific department managers and contact guests via telephone or e-mail to apologize and resolve issues to guest satisfaction.
Document and follow up with any guest or associate Incidents involving: injuries, property damage, or theft with Incident Report template for security and communication purposes.
Document any employee issues as they occur and implement disciplinary action whenever needed.
Adhere to established labor standards and minimize overtime as much as possible.
Continue to update and develop additional standardized operating procedures, job descriptions, and training programs as deemed necessary.
Communicate pertinent guest information to designated departments and personnel.