Manager on Duty

Location:
Courtyard Miami Dadeland | 9075 S Dadeland Blvd Miami Fl 33156 USA

Become
• We go where you want to go
• Achieve both career goals and life goals
• Adapt and grow
• Thrive on challenge and growth

Wherever you want to go, whoever you want to be, you deserve a career that fulfills your purpose. You deserve to dream without limits. Be a part of something bigger than yourself. Belong to a community where you are included. Be inspired by what’s possible and discover your own future. Be challenged, grow, and achieve your ambition. Begin your purpose, belong to a community, and become the best version of you.

Compensation: Salary
Schedule: Full-Time
Position Type: Management
Work setting: on-site

Benefits
· Health Insurance
· Dental and Vision
· Paid Time Off
· 401K
· Parking and Metro Reimbursement
· Travel Perks and Benefits
· Recognition and Rewards
· Growth Opportunities
· Holiday pay
· Free Meals
· Free uniforms
· Free life insurance
· Free short-term disability
· Exclusive Discounts via LifeMart
· …and much more!

Job Summary:
Serves as the hotel’s Manager on Duty and provides visible leadership across hotel operations to ensure exceptional hospitality, service, safety, and operational consistency. Represents hotel management in resolving guest- and hotel-related situations, directs lobby activity, oversees service recovery, and partners with all departments to address concerns quickly and effectively. Maintains a strong presence in public areas, supports Front Desk and guest services operations during peak periods, and ensures VIP and Elite guests receive personalized, seamless experiences. The ideal candidate brings at least two years of managerial experience in Front Desk or At Your Service operations, strong communication and organizational skills, working knowledge of PMS and MARSHA, and the ability to lead effectively in a fast-paced environment. Bilingual English/Spanish is preferred.

Job Family Core Work Activities

• Exceeding Customer Expectations - Provides services that go above and beyond to achieve guest satisfaction, strengthen loyalty, and support guest retention.
• Demonstrating Leadership - Uses interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial and business decision-making; demonstrates honesty and integrity; and leads by example.
• Improving Service - Communicates with and assists associates in understanding guest needs, providing guidance, feedback, and individual coaching to continuously improve service performance.
• Developing and Building Teams - Encourages mutual trust, respect, cooperation, and accountability among associates and across hotel departments.
• Modeling Appropriate Behaviors - Serves as a role model by demonstrating professional conduct, polished presentation, sound judgment, and genuine hospitality.
• Supervising Associates - Supervises associates and manages day-to-day operations, maintaining sufficient knowledge of associate positions to perform or support duties during absences and high-demand periods.
• Communicating with Supervisors, Peers, or Subordinates - Provides accurate and timely information to executives, supervisors, coworkers, and associates by telephone, in writing, by email, or in person.
• Making Decisions and Solving Problems - Analyzes information, evaluates available options, and selects effective solutions to resolve operational, guest, and associate concerns.
• Managing Daily Operations of the Area or Department - Oversees daily hotel operations to ensure quality, safety, service standards, staffing requirements, and guest expectations are consistently met.
• Coaching and Developing Others - Identifies associates’ developmental needs and provides coaching, mentoring, cross-training, and other support to strengthen their knowledge, skills, and performance.
• Guiding, Directing, and Motivating Subordinates - Provides clear direction to associates, establishes performance standards, monitors results, and reinforces expectations.
• Communicating Information Timely - Informs and updates executives, peers, associates, and appropriate departments regarding relevant guest, staffing, safety, and operational information in a timely manner.
• Organizing, Planning, and Prioritizing Work - Develops specific goals and plans to prioritize, organize, and accomplish work while responding effectively to changing operational demands.
• Resolving Conflicts and Negotiating with Others - Handles complaints, settles disputes, resolves grievances and conflicts, and negotiates solutions that protect guest satisfaction, associate well-being, and hotel integrity.
• Monitoring and Communicating Customer Recognition/Service - Implements guest recognition and service programs and ensures related processes are communicated, followed, and continuously improved.
• Supporting Hotel Operations - Maintains strong working relationships with all departments to support hotel goals and expedite the resolution of operational concerns.
• Serving as Manager on Duty - Intervenes in guest or associate situations as needed to maintain hotel integrity, achieve guest satisfaction, and preserve associate well-being.
• Inspecting the Property - Conducts regular tours of the facility to evaluate appearance, safety, security, staffing, maintenance, service delivery, and compliance with established standards.
• Reporting Operational Information - Documents significant incidents, service concerns, and operational activity and distributes the daily Manager on Duty report to appropriate departments.
• Ensuring Policy and Safety Compliance - Ensures compliance with hotel policies, standards, procedures, emergency plans, loss prevention requirements, and applicable Standard and Local Operating Procedures.
• Managing Staffing and Service Coverage - Reviews staffing levels to ensure guest service, operational requirements, and financial objectives are met; supports Front Desk operations during high-demand periods and supervises Concierge and/or Bell Staff when applicable.
• Supporting Emergency and Incident Response - Understands and implements emergency procedures, assists with investigations involving guest or associate accidents, and communicates concerns to the appropriate departments.
• Promoting Energy Conservation - Monitors compliance with hotel energy conservation practices during property inspections and daily operations.
• Coordinating VIP and Elite Guest Experiences - Prepares VIP and Elite arrival reports, contacts guests before arrival to confirm special requests, coordinates room assignments and pre-blocking, and verifies that requested amenities and services are delivered.
• Inspecting VIP and Elite Accommodations - Reviews arrival information, inspects designated rooms to ensure zero defects, confirms special requests through applicable systems, and remains available to assist VIP and Elite guests.
• Leading Guest Satisfaction Efforts - Displays outstanding hospitality, sets a positive example for guest relations, empowers associates to provide excellent service, and maintains high visibility in public areas during peak periods.
• Managing Service Recovery - Provides immediate assistance to guests, responds effectively to complaints, records concerns in the guest response tracking system, follows issues through resolution, and identifies trends requiring corrective action.
• Monitoring Guest Feedback - Reviews guest comments and satisfaction results with associates and participates in developing and implementing corrective action plans.
• Supporting Talent Selection and Onboarding - Assists with interviewing and hiring qualified associates and supports departmental orientation and cross-training programs.
• Delivering Training and Performance Support - Uses available on-the-job training tools, supervises ongoing training initiatives, communicates performance expectations, and participates in the performance appraisal process.
• Building Associate Engagement - Establishes open, collaborative relationships, encourages associate feedback, supports an open-door environment, and brings concerns to the appropriate leaders or Human Resources representatives.
• Administering Associate Relations Practices - Participates in progressive discipline procedures and ensures policies, documentation, and disciplinary processes are administered fairly and consistently.
• Recognizing Associate Contributions - Celebrates successes, publicly recognizes associate contributions, and supports ongoing recognition across all shifts.
• Supporting Financial Management - Reviews budgets, operating statements, payroll progress reports, and controllable expenses to support departmental financial performance.
• Managing Labor Resources - Uses the Labor Management System to schedule according to business demand, monitor associate time and attendance, and support payroll administration.
• Achieving Financial Objectives - Understands how departmental operations affect overall hotel financial goals and manages resources to achieve or exceed budgeted objectives.
• Performing Additional Responsibilities - Performs other duties as assigned to meet business needs.

Our Mission
We provide genuine hospitality by inspiring strong relationships with our guests, associates, and partners to make a difference in our community.

Our Vision
To be the leading choice in Miami by welcoming guests from all over the world, offering fun, innovative, and unique hotel experiences while developing our communities.

Our Core Values
We Inspire People
We Embrace Innovation
We Pursue Accountability

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E-VERIFY
MDM Hotel Group participates in the Electronic Employment Eligibility Verification Program.

MDM Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. MDM Hotel Group does not discriminate based on disability, veteran status, or any other basis protected under federal, state, or local laws.

If you’re looking to make a measurable impact in a Luxury Hospitality organization, we’d love to hear from you.