Front Office Duty Manager
Role Overview
Serves as Manager on Duty and oversees property operations to ensure high levels of hospitality and service.
Represents property management in guest or property situations, directs lobby questions, and serves as Guest Relations Manager.
Key Skills for This Role
Full Job Posting
Role overview
Serves as Manager on Duty and oversees property operations to ensure high levels of hospitality and service.
Represents property management in guest or property situations, directs lobby questions, and serves as Guest Relations Manager.
Education and experience
- High school diploma or GED and four years of experience in guest services, front desk, housekeeping, or a related professional area; or a relevant two-year degree and two years of experience.
- The alternative two-year degree may be in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.
Property operations and guest relations
- Coordinate with departments to resolve operational problems, communicate deviations from established norms, and distribute the MOD report daily.
- Maintain service standards, improve performance, and ensure compliance with policies and procedures.
- Resolve guest problems and complaints, provide immediate assistance, track service issues, and gather feedback.
- Develop and implement corrective actions to improve guest satisfaction and support continuous improvement.
Profitability and team support
- Review staffing levels, financial statements, sales and activity reports, productivity, and goal achievement to identify improvement opportunities.
- Support loss-prevention practices and balance guest service, operational needs, and financial objectives.
- Observe employee service, provide feedback, recognize contributions, and support cross-training.
- Participate in accident investigations and apply employee policies and discipline procedures consistently.
Facility and emergency operations
- Inspect the facility for appearance, safety, staffing, security, and maintenance.
- Understand and implement emergency plans for incidents such as accidents, theft, fire, or other emergencies.
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