Manager on Duty

Auberge Collection•Aspen, CO

1d•$25 - $27•Onsite

About The Position

The Manager on Duty is responsible for overseeing the day-to-day operations of the hotel, ensuring that quality standards are met and guest expectations are exceeded. This role involves assisting with the organization and operation of various guest-facing departments, including Guest Services, Concierge, Front Desk, Call Center, and Night Audit. The Manager on Duty will also be responsible for creating work schedules based on forecasted occupancy and events, preparing and conducting department meetings, and ensuring all guest complaints are handled promptly and effectively. A key aspect of the role is reviewing guest feedback (Unifocus Results) daily, identifying service issues, and taking appropriate action, which may include disciplinary measures or rewards. The position also requires investigating and resolving unresolved guest issues, documenting incidents involving guests or associates, and implementing disciplinary actions for employees when necessary. Adherence to labor standards, minimizing overtime, and developing standardized operating procedures, job descriptions, and training programs are also crucial responsibilities. Effective communication of pertinent guest information to relevant departments and personnel is essential.

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.