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Duty Manager

3 months ago

Beverly Hills, United States Maybourne Beverly Hills Hotel Full time

Duty Manager - Overnight

**Job Overview**

**Summary of Position**

The Overnight Duty Manager is responsible for the day to day operations of reception, guest services, concierge. This role is focused on arrival experience, accurate billing and reservation details, as well as overall hotel experience with an emphasis on problem resolution for the hotel. The Duty Manager acts as Manager on Duty for the hotel, responding to guest issues and emergencies, and represents the General Manager in his/her absence. This role will contribute to the organization as an active business partner that is responsible for supporting the company's goals, objectives, vision, mission, and values.

**Roles and Responsibilities**
- Job duties include; although are not limited to:_
- 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 which serves as a guide to respective staff
- 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 Director of Front Office 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

**QUALIFICATIONS**:

- 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