Duty Manager

1 month ago

Cape May, United States Cape Resorts Full time

Property: Congress Hall

Department: Hotel Operations-Congress Hall

Position: Manager on Duty

Reports to: General Manager & Front Office Manager


Supervisory Responsibilities: Major areas of responsibility/management: Front Office, Restaurant Outlets, Concierge Services, Housekeeping, Fitness Center, Laundry, Valet Parking, Gift Shop, and Event facilities.


These duties may be described as, but not limited to:

  • Responsible for operation of Front Office department including check in, check out, filling in for Agents as needed, provide back-up for answering phones, arrivals process, room blocking, scheduling and all other necessary requirements of the department.
  • Monitors all service levels throughout the hotel and reacts to business levels that are in need of attention. Focus on areas that are developing a “pressure point” and help to resolve or manage to improve the guest experience. Actively provides service assistance on the floor of restaurant outlets as needed or requested by management.
  • Partners with Department Managers to assure immediate resolution of guest complaints and operational challenges. Follows guest related matters through to completion with the assistance of Management if needed.
  • Checks in with each Manager on shift to discuss staffing, anticipated challenges, entertainment, cover counts, product shortages or menu changes.
  • In absence of Department Management, has authority to make decisions pertaining to the hotel.
  • Responds to all security/safety concerns, practices proper reporting according to policy, and maintains follow up with person(s) involved.
  • Throughout the shift, regular circulation around the interior and exterior of the property is expected with a limit of 10 minutes spent in one location. Conduct inspections of the fire panel closet, Concierge Desk, Fitness Center, 2-3 hotel guest rooms, occupancy permitting, with follow-up report per room to Director of Housekeeping and GM, public spaces, hallways and parking lots.
  • Cleanliness is a priority throughout the hotel and property. Pick-up as needed around Veranda, Adirondack Chairs, hallways and Lounges to assure all areas are free of glasses and debris. All exterior doors are checked after hours.
  • Service assist is provided in guest rooms, Concierge, Laundry, Valet Parking, or on the floor of restaurant outlets as needed or requested by management.
  • Observes and monitors all patrons to assure proper alcohol service procedures are being followed. Notifies management of anyone suspected of over intoxication and acts in a proactive manner to stop service, approach or remove the individual from the premises. Assures safe transportation as needed.
  • Ensures that the hotel is maintaining all sanitation standards with a focus on rear kitchen alley, trash compactor area and public space receptacles.
  • Checks out with all managers prior to their leaving. Assures that restaurant outlets, event space and bar areas are closed following proper closing and cleaning procedures.
  • Knowledge of current daily operational schedules and procedural details of each outlet is necessary to make educated and balanced management decisions in the absence of or in coordination with restaurant outlet management. Cross-training and brand awareness is a critical need in this position.
  • Assists in handling maintenance problems.
  • Confirms with managers that appropriate amounts of cash are on-hand and manages the MOD bank according to SOP.
  • Acts as a management support to other Cape Resort properties on an as needed basis or when requested by management.
  • Handles special projects as assigned by General Manager, Director of Operations or Front Office Manager.
  • Daily Pass-Along report is completed at the conclusion of each shift and contains detailed description of each shift.
  • Other duties as assigned.


Required Knowledge, Skills, Abilities:

  • Must be able to communicate, both verbally and written, effectively with guests, vendors and fellow employees.
  • Must read and write the English language fluently.
  • Most tasks are performed in a team environment with employee acting as a team leader.
  • Intermediate knowledge of computer applications, including Word, Outlook, Excel and PowerPoint required.
  • Knowledge of computer accounting programs, math skills as well as budgetary analysis required.
  • Ability to display courtesy and professionalism in all contacts, and to manage difficult or sensitive situations effectively.
  • Advanced knowledge of the principles and practices within the room’s discipline and hospitality profession, including experiential knowledge for management of people and complex problems.
  • Ability to manage multiple operations with a high level of detail.
  • Ability to assess and evaluate employees’ performance in a fair and consistent manner.
  • Ability to supervise, train and motivate multiple levels of managers.
  • Ability to study, analyze and interpret complex activities and information in order to improve new practices or develop new approaches.


Minimum Qualifications:

  • Two year degree in hospitality or related field preferred. High school diploma or GED required.
  • A minimum of two (2) years supervisory experience in hospitality industry required.
  • Prior experience with a hotel PMS system preferred. Knowledge of Maestro PMS system helpful.



This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

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