Manager on Duty

Hotel Jerome, part of the Auberge Collection, is seeking a full-time, year-round, non-exempt Manager on Duty to manage day-to-day operations and oversee the Guest Services, Concierge, Front Desk, Call Center and Night Audit departments, ensuring guest expectations are met and exceeded on a daily basis.

Responsibilities

Maintain Guest Experience Goals; Manage day-to-day operations, ensuring the quality, operational outlines meeting and exceeding the guest expectations on a daily basis; Assist with the overall organization & operation of the Guest Services Department, Concierge Department, Front Desk Department, Call Center, Night Audit; Oversee the writing of the work schedule based on forecasted hotel occupancy, scheduled events, holidays, etc.; Assist in the preparation and conducting of all Front Office sub-department Department Meetings; Ensure all guest complaints or problems are handled immediately, ensuring guest satisfaction; Ensure all managers and supervisors are documenting all service issues utilizing the Guest Incident Report template; Review Hotel Jerome's Unifocus Results Daily; Identify service issues, whether or not issues were resolved to guest satisfaction, identify any negative & positive comments, and if agents are mentioned by name; Handle results accordingly with the Rewards program or disciplinary action; Investigate any unresolved issues by collecting all facts, work with specific department managers and contact guests via telephone or e-mail to apologize and resolve issues to guest satisfaction; Document and follow up with any guest or associate Incidents involving injuries, property damage, or theft with Incident Report template; Document any employee issues as they occur and implement disciplinary action whenever needed; Adhere to established labor standards and minimize overtime as much as possible; Continue to update and develop additional standardized operating procedures, job descriptions, and training programs as deemed necessary; Communicate pertinent guest information to designated departments and personnel

Requirements

2+ years hotel reception experience in a 4 or 5-star hotel preferred; Experience in Alice and Opera, or related systems; Bachelor's Degree in Hospitality Management Preferred; Extensive knowledge of Google Applications including G-mail, Calendar, Tasks, etc.; Must have the ability to move/maneuver in an office standing environment

Benefits

Paid time off; Sick and safe time; Medical, Dental and Vision healthcare plans; 401(k) plans with employer contribution; Health and Flexible Spending Account programs; Employee Assistance Program; Company stay discounts