Duty Manager

Village of Villa Park; Villa Park (IL); On-site; USD 55,000 - 85,000; Full time

Job summary

Village of Villa Park is seeking an experienced Guest Service Operations Manager to oversee daily hotel arrivals and departures and to lead the Guest Service Department with a focus on guest satisfaction. You will ensure rooms are prepared to standard and that guest profiles are accurately updated in the PMS system.

Responsibilities include supervising staff, coordinating with departments, attending briefings, upselling opportunities, and maintaining high service quality.

Qualifications

• Proven experience in guest service operations.
• Strong organizational and leadership abilities.
• Excellent communication and interpersonal skills.
• Experience with data analysis and reporting is a plus.

Responsibilities

• Manage daily hotel arrivals and departures.
• Ensure staff attend on time to the duty, meal time, and daily operation of the Guest Service Department.
• Ensure daily arrivals & departures are handled efficiently and high level of customer satisfaction.
• Ensure rooms are ready as per the standard, for the guest to occupy.
• Ensure accurate daily arrivals guest profiles are updated to the PMS of the hotel.
• Manage daily record keeping of occupancy and bed tax book with utmost accuracy.
• Attend daily operational meetings.
• Motivate & manage all the staff of the reception and others under the Guest Service Department for maximum output.
• Ensure that quality of service is being given by the Guest Service department in particular and the hotel in general.
• Coordinate the Guest Service department and development plans with management, department supervisors, and operational staff, and if any other department is involved; that department head.
• Review daily shift briefing sheets from supervisors and ensure supervision is effective in accordance to the operation
• Update with supervisors of the hotel's available rooms for possible upselling and managed record keeping.
• Ensure all arrivals & departures attended by the GS personnel from jetty as well as reception
• Coordinate with HK, the availability of clean rooms for check-in and guests to occupy.
• Attend to guest inquiries, requests, complaints & compliments, and outcomes must be referred to the General Manager or Operations Manager.
• Work out training plans depending on the needs, in consultation with the Guest Service Manager.
• Attend emergencies of unsatisfied customers and perform recovery of guest satisfaction.
• Monitor Guest Service department personnel to ensure guests receive warm attention and personal recognition.
• Maintain effective communication with other departments notably Housekeeping & Food & beverage matters.
• The ability to display a high degree of professionalism and integrity as befitting a member of management.

Skills

Guest service operations

Organizational skills

Leadership

Communication skills

Interpersonal skills

Data analysis

Education

Bachelor's degree in business administration

Master's degree in human resources (nice)

Job description

Company Description

Located in South Ari Atoll, less than 20 minutes from Velana International Airport by domestic flight. With spectacular azure lagoons and dense jungle at its core, Villa Park is a magical isle open for exploring. Each day invites a sense of escape with exceptional diving, playtime pursuits and secret dining experiences.

Company Description

Located in South Ari Atoll, less than 20 minutes from Velana International Airport by domestic flight. With spectacular azure lagoons and dense jungle at its core, Villa Park is a magical isle open for exploring. Each day invites a sense of escape with exceptional diving, playtime pursuits and secret dining experiences.

Job Description

• Manage daily hotel arrivals and departure
• Ensure staff attend on time to the duty, meal time, and daily operation of the Guest Service Department.
• Ensure daily arrivals & departures are handled efficiently and high level of customer satisfaction.
• Ensure rooms are ready as per the standard, for the guest to occupy
• Ensure accurate daily arrivals guest profiles are updated to the PMS of the hotel.
• Manage daily record keeping of occupancy and bed tax book with utmost accuracy
• Attend daily operational meetings.
• Motivate & manage all the staff of the reception and others under the Guest Service Department for maximum output.
• Ensure that quality of service is being given by the Guest Service department in particular and the hotel in general.
• Coordinate the Guest Service department and development plans with management, department supervisors, and operational staff, and if any other department is involved; that department head.
• Review daily shift briefing sheets from supervisors and ensure supervision is effective in accordance to the operation
• Update with supervisors of the hotel's available rooms for possible upselling and managed record keeping.
• Ensure all arrivals & departures attended by the GS personnel from jetty as well as reception
• Coordinate with HK, the availability of clean rooms for check-in and guests to occupy.
• Attend to guest inquiries, requests, complaints & compliments, and outcomes must be referred to the General Manager or Operations Manager.
• Work out training plans depending on the needs, in consultation with the Guest Service Manager.
• Attend emergencies of unsatisfied customers and perform recovery of guest satisfaction.
• Monitor Guest Service department personnel to ensure guests receive warm attention and personal recognition.
• Maintain effective communication with other departments notably Housekeeping & Food & beverage matters.
• The ability to display a high degree of professionalism and integrity as befitting a member of management.

Qualifications

• Proven experience as Guest Service Operations
• Full understanding of the way an organization operates to meet its objectives
• Knowledge of data analysis and reporting
• Excellent organizational and leadership skills
• Outstanding communication and interpersonal skills
• Diligent and firm with high ethical standards
• BSc/BA in business administration or relevant field; MSc/MA in human resources will be a plus

Additional Information

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