Manager on Duty – Sheraton Grand Sydney Hyde Park – 161 Elizabeth Street


Job Number 20011022
Job Category Rooms and Guest Services Operations
Location Sheraton Grand Sydney Hyde Park| 161 Elizabeth Street| Sydney|
New South Wales| Australia
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At Sheraton| we go above and beyond in everything we do. We are inspired by
our guests and one another – and are driven to make things better. We love
what we do| and we give it all we’ve got – on property and off. When guests
stay with us| it’s not just a room with a bed that they’re buying. It’s an
experience. We’re looking for someone who is ready to go beyond in everything
they do. If you are someone with a genuine drive to improve your life and the
lives of those around you| we encourage you to explore careers with Sheraton.


Position Summary:

The role of the Manager on Duty will be to ensure that the requests and needs
of all guests are accommodated. The Manager on Duty will be responsible for
the smooth operation of the Front Office department during shift| acting as
the management representative for the Hotel to ensure complete guest and
patron satisfaction. Duty Manager will assist the Front Office Manager with
all aspects of departmental operations| making business decisions for the unit
in the absence of thereof| taking into account the Hotel’s philosophies|
standards and procedures.

Core Activities:

Maintaining Guest Services and Front Desk Goals

Manages day-to-day operations| ensuring the quality| standards and meeting the expectations of the customers on a daily basis.

Develops specific goals and plans to prioritize| organize| and accomplish your work.

Handles complaints| settling disputes| and resolving grievances and conflicts| or otherwise negotiating with others.

Supervises staffing levels to ensure that guest service| operational needs and financial objectives are met.

Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations| recognizes performance| and produces desired results.

Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs| providing guidance| feedback| and individual coaching when needed.

Responds to and handles guest problems and complaints.

Sets a positive example for guest relations.

Supporting Management of Front Desk Team

Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees| absence.

Establishes and maintains open| collaborative relationships with employees and ensures employees do the same within the team.

Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Additional Responsibilities

Performs all duties at the Front Desk as necessary.

Runs Front Desk shifts whenever necessary.

Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

Preferred Attributes and Qualifications:

Previous experience in similar role

Managerial experience

Excellent Customer Service Skills

Proven ability to work under pressure

Full working rights in Australia essential to be considered for the role

We appreciate your interest in working with Sheraton Grand Sydney Hyde Park.
At this stage| only those successful in gaining an interview will be contacted