Duty Manager

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