Job Description
\nScope of Position:<\/p>\n
\tThe Hotel Duty Manager is responsible for supervising the smooth and efficient daily operation of the Front Desk, and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.<\/p>\n
Specific duties, responsibilities & Key performance areas<\/p>\n
\tConduct daily briefings and ensure that all pertinent information is well received by team members.
\n\tManage and supervise all tasks of his\/her staff to ensure that the highest quality service is delivered and department standards are met.
\n\tReview, analyse and suggest improvement of work-flow and standards at the Front Desk.
\n\tAnalyse rate variance report to ensure rooms revenue control, approve discounts and rebates.
\n\tCommunicate with Front Office Manager on all matters regarding guest services & hotel operations.
\n\tEnsure documentation of all guest related issues using the logbook.
\n\tSupervise the shift handover procedures.
\n\tCoordinate and communicate with other hotel departments as required regarding general administration and operations issues.
\n\tProvide management presence at all times by assisting with the handling of guests\u2019 needs and complaints tactfully and efficiently.
\n\tAssist Guest Relations in greeting, rooming and sending off guests.
\n\tInspect front of house and back of house regularly for cleanliness and orderliness.
\n\tEnsure that front line staff complies with marketing techniques and maximizes sales.
\n\tCheck billing instructions, monitor guest credit and act upon any discrepancies.
\n\tCoordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates.
\n\tEnsure driveways are manned at all times and run efficiently.
\n\tEnsures the Safety, Security and Loss Control policies and procedures are complied with at the lobby and driveway.
\n\tRequired to make objective decisions and handle any complaints and emergencies in a level-headed manner.
\n\tConduct Night Audit process for hotel.
\n\tProvide department orientation and training of the hotel service standards, procedures and programs.
\n\tConstantly monitor team members\u2019 appearance, attitude and degree of professionalism.
\n\tMotivate and provides a work environment which brings out the best in team members.
\n\tMaintain complete knowledge of all food & beverage services, outlets and hotel services\/features; and ensure team members are constantly updated on these.
\n\tBe fully familiar with the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel.
\n\tAttend to all briefings, meetings and trainings as assigned by management.<\/p>\n
Talent & Culture Responsibilities\u00a0<\/p>\n
Assist the (Department) Management Team in the following:<\/p>\n
\tEstablish on-going On Job Training Programs within the department to meet Brand and Service Standards. \u00a0Use Department Procedure Manuals as a base for all service procedures training.
\n\tInduct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
\n\tEffectively use the guest feedback to improve product and service delivery.
\n\tOpenly communicate with staff ensuring regular briefings occur and all relevant information is passed on.<\/p>\n
Systems & Procedures<\/p>\n
\tLog and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
\n\tFollow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards \/ Procedures Manual and Accor Policy Manuals.
\n\tComplete all duties, and ensure a concise hand over for every shift.<\/p>\n
Customer Relations<\/p>\n
\tProvide efficient, friendly and professional service to all guests.
\n\tLead by example when attending to guest requests. \u00a0Show efficiency in constantly striving to provide Total Customer Satisfaction.
\n\tTake initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
\n\tWork together with trust so that colleagues and management meet the goals of the department\/Hotel.
\n\tTreat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
\n\tTake every opportunity to be a \u201csalesperson\u201d by active selling of special promotions and facilities available within the Hotel.
\n\tImplement the Accor values and Accor customer vision to \u2018Offer the Best Service to Our Customers\u2019.<\/p>\n
Other<\/p>\n
\tTake responsibility to ensure all required tasks are completed accurately and within given time frames.
\n\tParticipate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
\n\tAbide by Accor policy on EEO and Harassment in the workplace.
\n\tEnsure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
\n\tFollow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook \/ department procedure manuals \/ company policy manuals.
\n\tEnsure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.\u00a0
\n\tAny other reasonable request within your range of competence as required by your Supervisor or Hotel Management.
\n\tAs part of Accor\u2019s ongoing commitment to quality customer service, you may be monitored and recorded.<\/p>\n
Qualifications<\/p>\n
\tMinimum 1-2 years experience as a Duty Manager or relevant position within the Front Office environment\u00a0
\n\tStrong leadership and communication skills, with the ability to motivate and guide a team
\n\tExcellent problem-solving abilities and a guest-focused approach to creating memorable experiences
\n\tFlexibility to work various shifts, including mornings, nights, weekends, and public holidays
\n\tProficiency in hotel management software and property management systems, such as Opera
\n\tStrong understanding of hospitality industry standards and best practices
\n\tAbility to remain calm and make decisive decisions in high-pressure situations
\n\t\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
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