Managers On Duty

Job Description

Position Title: Manager on Duty (MOD) June 2024

Resort and Location: Vacation Village at Williamsburg, Williamsburg, Virginia

Job Code:

Department: Front Desk

FLSA Status: Non-Exempt

Reports To: Front Desk Manager

Position Summary:

The Manager on Duty will report directly to the Front Desk Manager.

Core responsibilities include the following, but are not limited to:

Follows all company policies and procedures; maintains confidentiality of proprietary information; protects company assets. Welcomes and acknowledges all guests according to company standards; anticipates and addresses guests’ service needs; assists individuals; thanks guests with genuine appreciation. Reports accidents, injuries, and unsafe work conditions to front office manager. Speaks with others using clear and professional language; answers telephones using appropriate etiquette, directing call traffic to the correct destination. Develops and maintains positive working relationships with others. Ensures adherence to quality expectations and standards.

Specific Responsibilities:

• MOD’s are responsible for quality control while on duty.

• Assigns RCI preferential units and oversees the assignments of all arrivals to the appropriate

units.

• Checks and adjusts the status of past reservations. Works closely with the marketing supervisors

and managers for marketing reservations.

• Always ensures outstanding customer care by observing interactions between Front Desk team

members and guests.

• Follow up with any work orders assigned to the maintenance department by recording calls in the

Building Engine System.

• Must ensure that guest issues or challenges are addressed in a professional and timely manner

and that guests are satisfied with resolution.

• Ensures front desk supplies are stocked and computer equipment functioning properly.

• Oversees the business center and ensures the area is always clean and guest ready.

• Performs other duties as assigned, requested or deemed necessary by management.

• Exhibits hospitality standards set by the company for our customer satisfaction and our continued

Gold Crown and Premier statuses.

• Completes and submits Guest Incident Reports on a timely basis.

Managerial Responsibilities:

This position supervises front desk team members. This position is responsible for the overall direction, coordination and evaluation of front desk operations. Carries out managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems

Position Requirements (Skills/Abilities):

Experience: Three to five years of hospitality-related management experience is required. Timeshare or Resort management experience is highly desirable. Must be able to manage multiple priorities simultaneously; communicate effectively at all levels; and demonstrate the ability to analyze and resolve

problems. Must possess significant computer software program experience, especially Excel and Word.

Education: High School diploma or GED required.

Flexible Scheduling: Must be able to work Evenings, Friday, Saturday, Sunday and Holidays.

Physical Demands:

While performing the duties of this job the employee is required to walk, stand, stoop, kneel, crouch. The

employee is required to use his/her hands and fingers to feel, and reach for objects of various sizes, shapes

and weight.

Prolonged periods standing at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.

Standards of Appearance:

This position is highly visible in all resort areas, team members must present a clean professional

appearance and must adhered to Daily Management, Inc., Local Standard Operating Procedures Standards of Appearance.

Standards of Conduct:

The high ethical standards of Daily Management, Inc. must be upheld by all members of the management

team. The policies relative to press relations, equal opportunity, discrimination, sexual harassment, vendor

relations, alcohol consumption, etc., stated in the Team Member handbook and manuals are inviolable.

We pride ourselves on providing a professional caring atmosphere for guests and fellow team members

and will achieve this goal through responsible action as individuals and as a group.