Guest Relations & Manager on Duty

About the role

The Guest Relations & Manager on Duty is the on‑site leader responsible for overseeing all hotel operations and ensuring the highest standards of hospitality. Reporting to senior management, you will act as the primary point of contact for guests and staff, resolve issues promptly, and maintain smooth daily functioning of the property.

Key responsibilities

• Manage the lobby flow, direct guests, and handle guest relations inquiries.
• Prepare and distribute daily Manager on Duty (MOD) reports to all departments.
• Monitor compliance with hotel policies, standards, and procedures.
• Support profitability by reviewing staffing levels, financial statements, and cost‑control measures.
• Intervene in guest or associate situations to protect property integrity and ensure satisfaction.
• Record and track guest issues in the response tracking system and develop corrective action plans.
• Collaborate with all departments to expedite problem resolution and improve service performance.

Required profile

• High school diploma or GED with at least 4 years of experience in guest services, front desk, housekeeping, or a related area; or a 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration, or similar with at least 2 years of relevant experience.
• Strong communication skills and the ability to build effective relationships across departments.
• Ability to analyze financial and operational data to support decision‑making.
• Leadership mindset with a focus on guest satisfaction and continuous improvement.

Required skills