Manager on Duty in Hagerstown, Maryland at Eastern Sports Management

Manager on Duty

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

• 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

Qualifications

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.

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.

Computer Skills: To perform this job successfully, an individual should have knowledge of Google suite and the operation of Window-based PCs and peripherals (e.g. printers, scanners, barcode readers, cameras, etc.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Standing: Constantly (>66%)

Sitting: Rarely (<10%)

Kneeling: Rarely (<10%)

Walking/Running: Constantly (>66%)

Bending/stooping: Occasionally (<33%)

Reaching/twisting: Occasionally (<33%)

Lifting/pushing/pulling: Occasionally (lifting up to 50 lbs with/without assistance, push/pull up to 100lbs using wheeled devices) (<33%)

Hearing: Constantly (>66%)

Talking/shouting: Constantly (>66%)

Seeing: Constantly (>66%)

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.

• The Manager on Duty is normally in a temperature and humidity-controlled environment, but may be exposed to outside weather conditions on occasion.
• The noise level in the work environment is usually moderate to loud.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.