Resort Manager on Duty
Date: Revised September 2021
Basic Function: Oversees and assist the Leadership Team with all areas of afternoon/evening resort operations including, Guest Services, Food and Beverage, Maintenance, Night Services and Security. Ensure high level of guest satisfaction and smooth-running operations. Ensures that any guest challenges are resolved to guests’ satisfaction and communicated to leadership. Aids in all operational areas during “crunch times” as needed.
Guest Service: The Manager on Duty is continuously engaged in direct guest interaction in all areas of the hotel and sets a friendly and helpful tone for the entire hotel. This engagement enables solicitation of feedback from the guests and using this key information to transform guests stays. The Manager on Duty conducts routine inspections of all public areas of the hotel, checking for operational standards/efficiencies, service standards, safety issues, internal audit compliance, energy management and monitoring of associate and guest interaction. Although the MOD Report provides documentation of condition issues it is the individual responsibility of the MOD to correct all issues during the shift. It is important that the MOD internalizes the ownership of finding a remedy for all correctable deficiencies and completes work orders as needed for issues requiring repair beyond the shift.
- Check in with Front Desk, receive Daily Scoop, with all important VIP arrival information.
- Collect handheld Radio for communications.
- Inspect VIP rooms as necessary prior to arrival to ensure the highest standards and personally greet and welcome all VIPs on arrival.
- Check with all areas to ensure that each department is prepared for PM shift, properly staffed, uniformed and all areas of service are ready for resort guests.
- Check on all department throughout the shift to ensure the highest levels of service are being enforced, and service standards are being maintained to ensure a consistent guest experience at a high-quality level
- Working with department managers and shift supervisors, correct deficiencies noted in the public areas, guest rooms and back of the house that can be resolved during the shift
- Be prepared at any time to assist in any area when the need arises
- Throughout the shift, communicate with resort leaders any pertinent information regarding guests’ challenges, offered solutions, property deficiencies and any other important information.
- Ensure that the resort runs smoothly, while maintaining a professional and helpful presence.
- Assist departmental managers to address any team members’ issues
- Interact with VIP’s, Homeowners, and Meeting Planners as necessary
- Meet & check in with Guests in all areas, introduce yourself as the Duty Manager, offer any assistance, guidance, assist in concierge planning, booking restaurants etc.
- Attend to all guest complaints and ensure follow up (next day) with each guest to ensure proper and satisfactory resolution.
- Monitor & implement all safety and emergency procedures for guests and employees.
- Work with Security department to execute accident prevention policies and contact proper authorities for any emergencies and complete all necessary paperwork associated with the incident
- Create a daily final report for all Resort leaders at the end of the day shift, emailed out to Leadership team before end of day.
- Alert via phone any Guest or Staff emergencies to the Key Resort leadership as indicated.
- Other duties as assigned
Supervision Exercised: Resort operation multi departmental and team’s oversight
Supervision Received: Director of Rooms, indirectly – The Executive Committee
Responsibility and Authority:
- Oversee all resort operations during afternoon/evening shift.
- Always maintain a high level of guest service, in all guest services areas.
- Uphold the resort commitment to elevated guest service, and warm hospitality.
- Act as the senior Manager on Duty as required.
- Work closely with all departments to ensure guest service levels are being exceeded.
Bachelor’s Degree from four years’ college or university preferred. At least 4 years’
Front Office Hotel Departmental managerial experience with understanding of all departments. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Strong computer skills including Microsoft Office (Word, Excel, Power Point), V1 experience preferred. Self-motivated, organized, and creative with strong customer service skills. Excellent team member relations skills. Forbes Standards experience a plus.
Lifting & carrying up to 25 pounds
Hearing and manual dexterity
Ability to be outdoors for a prolonged period throughout the year
Computer screen reading 1 - 3 feet
Shifts / Hours / Seasons
Fall: 11 am - 7 pm
Winter: 10 am - 6 pm
Spring: 11 am - 7 pm
Summer: 1 pm - 9 pm
Shifts are Wednesday - Sunday
Depending on Guest functions, occupancies or situations, these hours may be changed to suit the business requirements.