Duty Manager

About the Role

Sheraton is seeking a Duty Manager to oversee all property operations and ensure the highest levels of hospitality and service are consistently provided. This full-time role involves representing property management in resolving guest and property-related situations, managing guest inquiries, and serving as the Guest Relations Manager. The ideal candidate will have 2-5 years of relevant experience.

Key Responsibilities

• Maintain strong working relationships with all departments to support property operations and goals.
• Communicate any deviations from established norms to the appropriate department in a timely manner.
• Distribute the Manager on Duty (MOD) report to all departments daily.
• Ensure compliance with all company policies, standards, and procedures.
• Emphasize guest satisfaction during departmental meetings and drive continuous improvement initiatives.
• Understand and comply with loss prevention policies and procedures.
• Review staffing levels to meet guest service, operational needs, and financial objectives.
• Review financial statements, sales, and activity reports to measure productivity and identify areas for improvement.

Guest Experience Management

• Intervene in guest/employee situations to maintain property integrity, achieve guest satisfaction, and preserve employee well-being.
• Empower employees to deliver excellent customer service and ensure they understand service expectations.
• Provide immediate assistance to guests as requested and serve as a leader in displaying outstanding hospitality.
• Respond to and resolve guest problems and complaints effectively.
• Interact regularly with guests throughout the property to gather feedback on product quality, service levels, and overall satisfaction.
• Participate in the development and implementation of corrective action plans to enhance guest satisfaction.
• Record guest issues in the designated guest response tracking system.

Support for Human Resources and Operations

• Participate as needed in the investigation of employee and guest accidents.
• Observe employee service behaviors and provide constructive feedback.
• Conduct regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Recognize and celebrate the contributions of team members.
• Ensure employees are cross-trained to support successful daily operations.
• Administer property policies fairly and consistently, ensuring disciplinary procedures and documentation adhere to Standard and Local Operating Procedures (SOPs and LSOPS).
• Understand and implement all emergency plans, including those for accidents, fatalities, elevator incidents, thefts, vicious crimes, bombs, and fires.

Qualifications

• 2-5 years of experience in a similar role within the hospitality industry.
• Demonstrated ability to manage property operations and guest relations effectively.
• Strong understanding of hospitality service standards and procedures.
• Excellent communication and interpersonal skills.
• Ability to handle challenging situations and resolve guest issues professionally.

Work Type

This is a full-time position.