Manager on Duty - MOD

Job Description

Job Description

Purpose:

The Manager on Duty (MOD) will become a key leader at one of the best ranked vacation resorts in America. Within your respective shift assignment(s), you will collaborate with the property General Manager (GM) to effectively direct and oversee all daily resort operations. This role is significant to lead with integrity and coach team members to success. The MOD will support SMR’s promise for guest satisfaction and future hotel stays through leading by example and teaching excellent guest service.

Primary Essential Duties & Responsibilities:

Managing the Business:

The MOD will work 8 to 10+ hours per shift, 5 or 6+ days each week, based on occupancy and staffing demand. Holidays and weekends are affected by peak demand which means all team members must work together during those days to keep the SMR property running efficiently.

1. Recognize my role is significant to manage team members, impact guest excellence initiatives and repeat visits for future hotel stays, to meet and/or exceed financial objectives for my property and SMR.
2. Collaborate with Senior Management to complete onboarding, professional counseling and training when necessary.
3. Direct and oversee all daily operations including, but not limited to, Front Desk, Maintenance, Activities, Food & Beverage and Common Areas.
4. Provide team members with what they need to do the job.
5. Train and transition to electronic files where applicable to my responsibilities.
6. As assigned, develop weekly electronic work schedules for review and approval to manage occupancy.
7. Ensure work schedules comply: SMR, State, and FLSA federal guidelines.
8. Support and communicate with Front Desk team members for efficiency in early check-ins and late check-outs to accommodate/exceed guest expectations and maximize potential revenue opportunities.
9. Interact with team members and guests in a positive and friendly manner during all shifts, in all situations.
10. Compliance with TOSHA certification, biohazards procedures and responsibilities for safety in handling.
11. Knowledge and ability to comply with all company operating policies and procedures.
12. Perform other incidental and related duties as required and/or assigned.
13. Management reserves the right to change, remove or add to these duties as necessary.

Team Members:

1. Create two-way communication with team members by providing regular feedback and immediate instruction when necessary.
2. Assist in recruiting to evaluate potential candidates, adhering to all federal and state labor laws as well as company policies and procedures for employment.
3. Be a coach for SMR’s most valuable resources – its team members.
4. Create a positive atmosphere in which team members are willing and able to maximize their potential.
5. Recognize performance achievements and celebrate team successes.
6. Responsible for team member engagement and resolving workplace conflict.
7. Address team member issues promptly and professionally in a manner that is consistent with SMR core values.
8. Conduct annual performance reviews in such a manner that promotes open two-way communication.
9. No team member will pose a direct threat to the health/safety of self or others.

Commitment to SMR’s Legendary Service:

1. Maintain the highest level of cleanliness, maintenance, and care throughout property grounds, pool areas, activity areas, common areas, back of house areas, and guest rooms.
2. Align with SMR’s promise for guest satisfaction and future hotel stays through leading by example and teaching excellent guest service.
3. Actively participate in empowering and encouraging team members to have exceptional guest interactions.
4. Personally, demonstrate a commitment to SMR standards by responding to management and team members promptly.

Quality of Work Statement:

1. Manage resort services to achieve SMR standards, positive constructive feedback and the cultivation of team member relations.
2. High standard of accuracy in all aspects of the job and other project assignments.
3. Consistently coach and inspect to ensure that all standards for cleanliness and timeliness goals are achieved by Housekeeping Team Members.
4. Troubleshoot and brainstorm problems as they arise and act effectively to prevent recurrence throughout all departments.
5. Assist the property GM to successfully deal with performance issues, including the administration of conduct for progressive disciplinary measures up to and including termination.
6. Actively participate in SMR’s leadership training classes for continuous investment in hospitality and leadership expertise.
7. Maintain strict confidentiality and excellent judgment regarding privileged information.
8. Ensure my work areas are safe, organized and maintained.

Management Position Requirements:

Personality / Attitude:

• As a professional leader: is honest, acts with integrity, follows through on commitments, accepts responsibility for my actions, approaches others in a tactful manner, and reacts well under pressure. Clearly distinguishes between right and wrong.
• Highly motivated, energetic, flexible, cooperative, patient, good listener, friendly, caring and compassionate.
• Enjoy working with people, training others and providing excellent guest service.
• Willingness to learn best practices and adapt to procedural changes.
• Contributes to building a positive team spirit, shares expertise and recognizes the accomplishments of others.
• Recognized as a positive influence to others.
• Ability and commitment to work well with other staff.
• Appearance, hygiene and dress represent the company’s image.

Skills / Knowledge:

• Ability to work in a fast-paced, demanding work environment.
• Ability to communicate effectively and use the English language fluently: speak, understand, read, and write. Adapt Spanish interpretation when necessary.
• Strong organizational skills with excellent attention to detail (ATD).
• Must be able to prioritize, plan, meet deadlines and practice time management skills daily.
• Ability to accept that conflict happens; act to clarify the issue, bring parties together, identify a solution and monitor for resolution.
• Proficient computer skills with Microsoft software, including Outlook and Excel, are required.
• Digitally savvy with the ability to learn and use the Purple Cloud system, Paycor system and advanced Property Management system is required. Software systems may be deleted and/or added with innovations in new technology.
• Ability to monitor and assess guest incidents and property areas which may potentially cause unsafe conditions, requesting assistance when necessary.

Education / Experience:

• High school diploma or equivalent is required.
• 5 or more years of progressive management experience with 3 or more years directly supervising 15 team members is required. Leading and managing 16 or more team members is preferred.
• Experience in one or more of the following areas/industries is required which includes: Hospitality, Restaurant, Retail and Healthcare.
• Valid driver’s license and ability to be on company insurance.
• Ability to deal with a diverse workforce.

Benefits:

• Years of Service Getaway (receive a company paid vacation after a year of service)
• 401k with 4% company match
• Health, dental, and vision insurance for $29 per week
• Paid Time Off
• Sick Time
• Maternity/Paternity Leave
• Professional Growth Opportunities
• Tuition Reimbursement
• Employee Discounts

Essential Functions:

Specific vision abilities required for this job include peripheral, distance, close, and depth perception and the ability to adjust vision focus. The employee is regularly required to talk, hear, and sit, use hands to finger, touch, handle, and feel. The employee is frequently required to stand, walk, climb and descend numerous flights of stairs consistently. The employee is required to use hand, arm, and leg to reach, bend, push, pull, stoop, kneel, and crouch. The employee must occasionally lift and move up to 50 pounds daily on their own. Ability to tolerate various temperatures while working outdoors. This position requires continuous ability to remember information.

Collier Development Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Collier Development Company drives a warm and welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever-changing world.

About Smoky Mountain Resorts

The culture of East Tennessee can be characterized by our friendly nature, a passion for the outdoors, a desire to help others, and a commitment to excellence. Smoky Mountain Resorts mirrors the culture of East Tennessee. Our organization is more than a set of hotels. We are a family-owned business in our third generation. We have a long and strong commitment to helping the East Tennessee community in any way we can.

To us, our community is personal!

We are seeking people that enjoy being part of a diverse team and of an open and accepting community. Specifically, we are looking for people who are passionate about making a real difference in our guests’ experience.

Our Culture:

We are a hard-working, well-paying, fun-loving, passionate group of characters. Our team members embrace our core values of excellence, dependability, and respect for all people. Our associates love the high level of responsibility in their work that is entrusted to them and challenges them to master their profession. Our housekeepers don’t just clean rooms, they control the reputation of our properties! They are loved and respected for who they are! Our front desk associates are excellent multi-taskers who thrive on the challenges of a full hotel of adventurous guests. Our Managers on Duty and Rooms Division Managers enjoy real responsibility and learn to run their areas efficiently and effectively. Our General Managers are truly General Managers, not just in title only. They make key strategic decisions and set the tone for our properties. All manager level and associate level employees are not just expected to do work, but also shape the fun-loving, accepting culture and best practices of our fast-growing set of hotels! To enable them, we offer training on the technical aspects of each job, the company processes and procedures, and leadership.

Company Description

About Smoky Mountain Resorts\r\n\r\nThe culture of East Tennessee can be characterized by our friendly nature, a passion for the outdoors, a desire to help others, and a commitment to excellence. Smoky Mountain Resorts mirrors the culture of East Tennessee. Our organization is more than a set of hotels. We are a family-owned business in our third generation. We have a long and strong commitment to helping the East Tennessee community in any way we can.\r\n\r\nTo us, our community is personal!\r\n\r\nWe are seeking people that enjoy being part of a diverse team and of an open and accepting community. Specifically, we are looking for people who are passionate about making a real difference in our guests’ experience.\r\n\r\nOur Culture:\r\n\r\nWe are a hard-working, well-paying, fun-loving, passionate group of characters. Our team members embrace our core values of excellence, dependability, and respect for all people. Our associates love the high level of responsibility in their work that is entrusted to them and challenges them to master their profession. Our housekeepers don’t just clean rooms, they control the reputation of our properties! They are loved and respected for who they are! Our front desk associates are excellent multi-taskers who thrive on the challenges of a full hotel of adventurous guests. Our Managers on Duty and Rooms Division Managers enjoy real responsibility and learn to run their areas efficiently and effectively. Our General Managers are truly General Managers, not just in title only. They make key strategic decisions and set the tone for our properties. All manager level and associate level employees are not just expected to do work, but also shape the fun-loving, accepting culture and best practices of our fast-growing set of hotels! To enable them, we offer training on the technical aspects of each job, the company processes and procedures, and leadership.