Manager on Duty/Guest Services Agent

at  Digby Pines Golf Resort and Spa

Overview:
Join our dynamic team at Digby Pines Golf Resort and Spa, a full-service resort dedicated to providing exceptional guest experiences. We are seeking a dedicated and enthusiastic individual to serve as a Manager on Duty/Guest Services Agent, overseeing day and evening operations and ensuring guest satisfaction.
Areas of Accountability:
Manager on Duty Responsibilities:

Guest Services:

• Serve as the primary point of contact for guests, addressing inquiries, complaints, and emergencies.
• Ensure guest satisfaction by responding to feedback and resolving issues promptly.
• Coordinate with front desk, housekeeping, and other departments to ensure smooth operations and guest satisfaction.

Operations Management:

• Oversee evening operations of the resort in the absence of a Department Head, ensuring all areas are functioning efficiently.

Safety and Security:

• Ensure the safety and security of guests, staff, and property.
• Respond to emergency situations, including medical emergencies, fires, and security breaches.
• Enforce safety procedures and protocols.

Communication:

• Maintain clear and open communication with the General Manager, Department Heads, and staff.
• Prepare and submit daily reports on operations, guest feedback, and incidents.

• Attend and contribute to management meetings.

  Team Leadership:

• Support and mentor staff, promoting a positive work environment and encouraging professional development.

Guest Relations:

• Ensure guests receive outstanding service and promptly address any issues or concerns through regular interaction.
• Assist with check-in and check-out processes as needed.
• Handle guest inquiries regarding resort amenities, services, and local attractions.

Evening Operations Management:

• Oversee evening shift operations to ensure seamless service and address any issues that arise during this critical time.

Operational Oversight:

• Oversee evening operations to ensure smooth service delivery during assigned shifts.

Complaint Resolution:

• Act as the primary point of contact for resolving guest complaints and issues, ensuring prompt and satisfactory resolutions both in-person and online.

Staffing Levels:

• Make staffing decisions in the absence of a Department Head or Supervisor.

Guest Services Agent Responsibilities:

Guest Services:

• Greet guests upon arrival and departure with enthusiasm and professionalism.
• Assist guests with luggage transportation to and from their rooms.
• Provide information about resort amenities, services, and local attractions to guests.
• Escort guests to their rooms and explain room features and services.
• Assist guests with transportation arrangements, including calling taxis or arranging shuttle services.
• Handle guest inquiries, requests, and complaints promptly and courteously.
• Collaborate with other departments to fulfill guest needs and resolve issues efficiently.
• Maintain cleanliness and orderliness in the lobby and entrance areas.
• Maintain a professional and friendly demeanor at all times to ensure guest satisfaction.

Requirements:

• Previous experience in hospitality or a similar role preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Ability to work flexible hours, including days, evenings, weekends, and holidays.
• Professional appearance and demeanor.
• Ability to handle stressful situations calmly and efficiently.
• Proficient in property management system(s)
• Computer literate

Please refer the Job description for details