Manager on Duty

LM SERVICES CORPORATION GROUP•St. Louis, MO

2d•Onsite

About The Position

The Manager on Duty oversees the property during evening hours to support profitability, quality standards, and guest satisfaction. The role monitors safety and security programs to protect guests and associates and promote their sense of well-being. The position interacts with guests, addresses service issues, monitors operations throughout the property, and provides direction to associates. It also supports guest-service activities during busy periods and performs property inspections and security-related tasks.

Requirements

High school diploma required.
Considerable knowledge of computer systems for registration, reservations, and backup systems.
Thorough knowledge of the building layout, function rooms, and the city and surrounding areas.
Ability to deal effectively with internal and external customers, using patience, tact, and diplomacy to defuse anger and collect accurate information.
Ability to listen effectively and speak, read, and write English clearly to obtain and document important information.
Ability to work under pressure and handle stressful situations during busy periods.
Ability to stand, walk, and/or sit and continuously perform essential job functions for the duration of a shift.
Hearing and visual ability to observe, detect, and respond to signs of emergencies.
Ability to perform tasks involving bending, stooping, climbing stairs, kneeling, and walking between and within buildings.

Nice To Haves

College degree preferred.

Responsibilities

Promote property facilities and services through positive customer interactions.
Research and resolve guest issues by selecting effective solutions that satisfy the parties involved while supporting property profitability.
Move throughout the facility to monitor service standards and take action when standards are not being met.
Communicate with guests and associates verbally and in writing, answer questions, and provide clear direction to staff.
Watch for suspicious people entering, exiting, or loitering around the building, conduct property walk-throughs, and report suspicious persons or activity to a supervisor.
Visually inspect property areas daily for cleanliness, safety, and operational efficiency.
Promote safe work practices and ensure compliance with OSHA standards and preventative measures.
Develop and revise emergency procedures and advise key personnel about them.
Investigate accidents, thefts, property loss, policy violations, and unlawful activities; document details, take appropriate immediate action when needed, and advise management.
Monitor property safety and security programs, including evening lost-and-found procedures, property-key issuance, fire-preparedness training, and evacuation drills.
Assist with guest check-in and check-out or other guest-service activities during high-volume periods.
Perform room inspections, including moving throughout guest floors and reaching, bending, and stooping as required.
Escort guests and associates to parking lots as required, including associates carrying house banks.
Provide accurate information about directions, operating hours, and other inquiries; arrange bell assistance to escort guests to rooms when appropriate.
Provide guest safety-deposit boxes by escorting guests to the vault, retrieving and carrying the box, obtaining a signature card, and filing access slips in room order.
Use the photocopier as needed and file and retrieve guest registration cards in room-number order, including retrieving cards for checkouts.