Duty Manager

About the Role

Le Meridien is seeking a Duty Manager to oversee all property operations in Medina. This full-time role involves ensuring the highest levels of hospitality and service are consistently provided to guests. The Duty Manager acts as the property's Manager on Duty, representing management in resolving guest and property-related situations.

Key Responsibilities

• Serve as the property Manager on Duty, overseeing all operational aspects.
• Manage guest flow and direct inquiries within the lobby area.
• Act as Guest Relations Manager, tracking and resolving service issues.
• Maintain strong working relationships with all departments to support operations and goals.
• Communicate operational variations to relevant departments in a timely manner.
• Distribute the Manager on Duty report to all departments daily.
• Ensure compliance with all established policies, standards, and procedures.
• Emphasize guest satisfaction in departmental meetings and drive continuous improvement.
• Understand and adhere to loss prevention policies and procedures.
• Review staffing levels to meet guest service, operational, and financial objectives.
• Analyze financial statements, sales, and activity reports to assess productivity and identify areas for improvement.
• Intervene in guest or employee situations to maintain property integrity and ensure satisfaction.
• Empower employees to deliver excellent customer service and set a positive example for guest relations.
• Respond to and resolve guest problems and complaints effectively.
• Ensure employees understand customer service expectations and parameters.
• Interact regularly with guests to gather feedback on product quality, service levels, and overall satisfaction.
• Participate in developing and implementing corrective action plans to enhance guest satisfaction.
• Record guest issues in the designated tracking system.
• Assist in the investigation of employee and guest accidents as needed.
• Observe employee service behaviors and provide constructive feedback.
• Conduct regular inspections of the facility for appearance, safety, staffing, security, and maintenance.
• Recognize and celebrate team member contributions.
• Ensure employees are cross-trained for successful daily operations.
• Administer property policies fairly and consistently, completing disciplinary procedures according to SOPs and LSOPs.
• Understand and implement emergency plans, including those for accidents, deaths, elevator issues, thefts, crimes, bombs, and fires.

Experience and Qualifications

Candidates should possess 2-5 years of relevant experience in property management or a similar hospitality leadership role. A strong understanding of hotel operations and guest service principles is essential for this position.

Required Skills

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Problem-solving and conflict resolution capabilities.
• Proficiency in reviewing financial data and operational reports.
• Ability to ensure compliance with company policies and procedures.
• Commitment to delivering high levels of guest satisfaction.

Work Environment

This is a full-time position based in Medina, requiring active involvement in daily property operations and guest interactions.