The Manager On Duty (MOD) plays a key role in the property's overall operation. The MOD may be required to open and/or close the building. During assigned shifts, the MOD oversees the customer service experience and resolving issues that may arise. The Manager on Duty is the General Manager's direct representative and speaks on their behalf when they are not available.
Essential Duties and Responsibilities
Open the building at the start of each day
Monitor the entire facility and enforce policies, rules, and procedures
Monitor frontline staff members to ensure performance standards are met
Manage operations of the facility, including programs, employees, and participants/guests
Manage the response to in-person, telephone, and email inquiries about programs and scheduling
Provide courteous and friendly service to all guests
Respond to all incidents, accidents, injuries, and altercations
Resolve all guest concerns and/or direct to appropriate Manager for resolution
Complete and file required reports and submit to the appropriate approval chain
Maintain confidentiality with guest and employee information
Communicate with staff
Develop relationships with customers, building tenants, and other key operators
Secure the building at the end of each day
Perform light housekeeping duties in the absence of a custodian, i.e., empty trash, sweep floor, clean up spills, etc.
Complete an online Crowd Control Management course
Other duties as assigned by Directors and/or General Manager
Requirements
Must be at least 18 years of age
Minimum 1 year supervisory experience
Must successfully complete a criminal background check prior to hiring
Excellent communication skills, both verbal and written
Extremely professional in appearance, demeanor, and communication
Detail-oriented and have outstanding organizational skills
Ability to handle high-volume, difficult and/or stressful situations
Ability to multitask and prioritize
Ability to work well in a group setting
Ability to work irregular shifts to include evenings, nights, weekends and holidays as needed
Confident/comfortable to independently open and close the building
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Skills: Ability to read, analyze, and interpret technical procedures, or governmental regulations in English. Ability to complete incident reports that accurately describe what occurred. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public. Proficiency in languages other than English is a plus.
Mathematical Skills: Ability to calculate seats remaining to ensure the number of spectators remains below established limits. Ability to make change given cost of services and amount tendered.
Reasoning Ability: Ability to apply sound judgment in the resolution of conflicts that may arise.