Duty Manager

About the Role

Sheraton Hotels & Resorts is seeking a Duty Manager to oversee property operations in Medina. This full-time role involves ensuring high levels of hospitality and service, representing property management in guest and property-related situations, and managing guest relations. The position requires 2-5 years of relevant experience.

Key Responsibilities

• Serve as the Manager on Duty, overseeing all property operations to ensure hospitality and service standards are met.
• Represent property management in resolving guest or property-related issues.
• Manage guest inquiries and direct guests within the lobby area.
• Act as Guest Relations Manager, tracking and addressing service issues.
• Maintain strong working relationships with all departments to support operations and resolve problems.
• Communicate variations from established norms to appropriate departments promptly.
• Distribute the MOD report to all departments daily.
• Ensure compliance with all company policies, standards, and procedures.
• Emphasize guest satisfaction and continuous improvement in departmental meetings.

Operational and Financial Oversight

• Understand and comply with loss prevention policies and procedures.
• Review staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Analyze financial statements, sales, and activity reports to measure productivity and identify areas for improvement.

Managing the Guest Experience

• 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 set a positive example for guest relations.
• Provide immediate assistance to guests as requested and respond to guest problems and complaints.
• Ensure employees understand customer service expectations and parameters.
• Interact with guests regularly 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 guest response tracking system.

Human Resources Support and Property Management

• Participate in the investigation of employee and guest accidents as needed.
• Observe employee service behaviors and provide feedback.
• Conduct regular inspection tours of the facility for appearance, safety, staffing, security, and maintenance.
• Recognize team member contributions and celebrate successes.
• Ensure employees are cross-trained to support daily operations effectively.
• Administer property policies fairly and consistently, ensuring disciplinary procedures and documentation adhere to SOPs and LSOPS.
• Understand and implement all emergency plans, including those for accidents, death, elevator issues, thefts, crimes, bombs, and fire.

Qualifications

• A minimum of 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 guest satisfaction principles.
• Proficiency in managing and resolving guest and property-related situations.