Experience: 6-8 years Candidate should be presently working as Duty Manager

Purpose: To manage assigned shifts for the Front Office and related departments by running the day-to-day operations and create an environment that is positive, supportive and team orientated

Areas of Responsibility:

Participates in the development and implementation of strategies Front Office and Concierge that support achievement of the hotels goals
Manages the operation of the front office and related areas during assigned shifts
Creates the first impression by supervising the door, concierge and front office areas
Participates in the development and implementation of processes and procedures for assigned departments which support achievement of service and financial goals
Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate
Prepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel
Analyses business forecasts and schedules accordingly
Ensures that front desk handles billing and cash in accordance with hotels standards
Plans and co-ordinates hotel housing activities by working closely with sales, catering, housekeeping and other departments
Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another
Creates 100% guest satisfaction by providing Yes I Can! genuine hospitality and by exceeding guests expectations
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
Listens, apologises with empathy, finds a solution and follows through when resolving guest problems
Assumes the responsibility to notice when the guest is not satisfied and uses best judgement as to when it is appropriate to use the 100%
Guest Satisfaction Guarantee
Performs other duties as required to provide Yes I Can! genuine hospitality
Provides employees with the information needed to perform their job effectively
Orients employees to the department and hotel and provides on-the-job training on job responsibilities
Prioritises and assigns work
Provides feedback to the employee and department manager on the employees performance of job responsibilities
Utilises leadership skills and motivation techniques in order to maximise employee productivity and satisfaction of direct reports
Assists in all administrative and statistical analysis of department operations
Performs all Human Resources related functions within the Front Office Department, including recruitment and selection, performance management, training and counselling
Greets all arriving VIPs, is visible and in contact with guests in a public relations capacity
Logs any points of concern and promptly resolves/actions requests of guest as a First Effort priority
Follow up call(s) are to be made to ensure the guests expectations are met and exceeded
Ability to manage all emergencies, guest and employee accidents and act appropriately to achieve a satisfactory outcome
Keeps Manager promptly and fully informed of all problems or unusual matters of significance
Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment

Success Factors:

Focus on the Customer
Seeks to understand the guest, internal and external customers and meet and exceed the needs of both the customer and the company
Works well in a team environment and motivates team to sustain exceptional levels of performance
Clarify and provide information so that co-workers, customers and suppliers understand and can take action
Build Strong Relationships
Foster trust and co-operation among co-workers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit
Take Responsibility
Demonstrate personal ownership of tasks and follow through to get the required results

Key Skills and Requirements:

Stand-up and/or One-one-one Training
Skilled in the use of techniques and strategies required to deliver training material in group and one-on-one settings
Reservations Process
Understand the reservations process including the role of the WRS, distribution channels and reservations flow
Skills
Front Office