Manager on Duty

Job Description

Job Description

Join the Sonnenalp as a full-time, year-round Manager on Duty, serving as a key operational leader and ambassador for our resort. In this dynamic role, you’ll support guests and teams across the property, solve problems as they arise, and help ensure exceptional service, safety, and hospitality throughout every shift.

Wage : $60,000 - $70,000 + up to a 10% annual performance bonus + eligibility for up to a 12% Deferred Compensation Plan contribution.

Application Deadline: Hiring will occur on a rolling basis. Applications will be accepted until November 1st or until the position is filled.

Primary Purpose of Position

The Manager on Duty handles guest inquiries, guest complaints and operational matters according to the hotel’s policies and guidelines and in the best interest of both the hotel and the guest. Furthermore, the Manager on Duty will be available to assist the various hotel departments in busy times to guarantee the highest level of service to our guests. This position is responsible for the utmost safety and security of the resort, including maintaining a high degree of confidentiality.

Essential Duties and Responsibilities

Front Office

• Solve room assignment issues that may occur after reservations is closed and the front office manager is gone for the day. i.e. Guest unhappy with assigned room; maintenance problem necessitating a room change; guests without reservation (walk-ins)
• Provides immediate assistance to guests as requested
• Serves as a leader in displaying outstanding hospitality skills
• Responds to and handles guest problems and complaints
• Must be thoroughly familiar with all room rates, packages, in house groups and resort functions.
• Be familiar with all check-in and checkout procedures; telephone and fax procedures; check-out time and early check-out policy; late arrival policy including welcome procedure; Concierge books and bell/doorman procedures.
• Be able to assist the night auditors and to handle their duties in case of an emergency, etc.
• Other duties as assigned.

Restaurants

• Assist Restaurant Managers upon request during busy periods when necessary

Housekeeping/Laundry

• Assist and be familiar with guest requests if necessary, including how to issue extra pillows, blankets, towels, humidifier, hairdryer, iron and boards etc. and how to set up baby cribs.

Maintenance

• Lock up, Security and Emergency Services as per MOD handbook and report.
• Checking on guest room issues in absence of ENG department team members.
• Calling Engineering Managers when necessary during emergency situations

General

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Participates as needed in the investigation of associate and guest incidents
• Follow all Safety, Work Comp, & Fire Procedures according to the Safety & Health Manual
• Administer Worker’s Compensation reporting procedures, including administration of drug and alcohol tests in the absence of Human Resources.
• In the absence of the Department Head/Outlet Manager the MOD has the authority to release employees from duty earlier than scheduled or to authorize overtime as business may dictate.
• Walk property to ensure all outer doors are fully shut/secured
• Ensuring Spa is fully closed and locked for the evening
• Reporting of any activities that require follow up or need to be reported to Front Desk Manager or Director of Rooms upon the end of shift
• Handling and communication of guest complaints, utilizing HotSOS
• Maintain high visibility during main business hours / greeting guests, acting as lobby attendant, Hotel Ambassador, etc.
• Carry a two-way radio and MOD keys

IT

• Be able to assist guest and employee issues in absence of IT manager
• Alert the IT manager of any concerns or immediate issues

Education/Experience

• High School Diploma or equivalent (GED) required
• College degree, preferably in Hospitality & Restaurant Management desired
• Minimum three year’s supervisory experience, preferably in a hotel environment

Special Skills/Equipment

• Advanced computer skills required
• Use of HotSOS work order system desired
• Professional with leadership and strong communication skills with an ability to talk to others in a non-threatening manner to convey information effectively and appropriately
• Demonstrated leadership skills
• Trustworthy and able to work under minimal supervision
• Safety conscious at all times
• Outgoing, self-motivating and work well under stress
• Highly responsible, reliable with a strong work ethic
• Be able to consistently exercise common sense and good judgment in decision making
• Be a strong team player and dedicated to the mission of the Company
• Be able to enter, transcribe, record, store, or maintain information in written or electronic form
• Strong conflict resolution skills and maintain composure when dealing with difficult and irate customers

Essential Physical Requirements

• Flexible working hours, to include a variable schedule.
• Schedule requires working evenings, often until the early morning, as well as weekends & holidays
• Regularly required to talk and hear
• Able to stand and walk for up to 10 hours
• Use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, or crouch
• Occasionally lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision and distance vision
• Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills

Benefits

• Holiday Pay, Paid Time Off and Sick Pay
• 401(k) Retirement Plan & Roth 401(k)
• Voluntary Life Insurance
• Short Term & Long Term Disability
• Employee Assistance Program
• Parking Credit or Discounted Bus Passes
• Healthy Lifestyle Winter Benefit