Duty Manager

Duty Manager

Requirements

• Minimum Diploma or equivalent / Bachelor’s degree preferred / higher education qualification / equivalent in Hotel administration
• 2 years’ front desk/guest service leader experience
• Must be fluent in spoken and written English, other languages may be preferred
• Basic mathematics skills
• Excellent communication, problem solving, reasoning and motivational skills
• Long periods of standing in the front desk areas and occasional lifting of heavy items
• Working knowledge of hotel property management systems like Opera beneficial
• Willingness to work evenings and weekends

Responsibilities

• Leading the way – managing guest experiences, team performance and hotel operations
• Prioritizing workload and ensuring your team deliver authentic, memorable experiences and Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations
• Developing your team’s skills to drive results that positively impact on hotel performance
• Having authentic conversations with guests to resolve issues, queries or concerns
• Ensures VIPs and priority club guests receive special attention
• Being first point of contact for any critical emergency situations
• Inspects front of house and back of house regularly for cleanliness
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff
• Provides input for Front Office meetings
• Promotes inter-hotel sales and in-house facilities
• Checks billing instructions and monitors guest credit
• Analyses and approves discounts and rebates
• Analyses the rate variance report to ensure rooms revenue control
• Takes action with the Property Management Systems (PMS) in emergency situation
• Ensures front line staff complies with FIT marketing techniques and maximize sales
• Plan for future staffing needs and recruit in line with company guidelines
• Prepare detailed induction programs for new staff
• Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation
• Ensure training needs analysis of your departmental staff is carried out and training programs are designed and implemented to meet needs
• Actively work at developing your staff and identify high potentials
• Maintain training records for all direct reports and ensure they do the same for their staff
• Conduct probation and formal performance appraisal in line with company guidelines
• Coach, counsel and discipline staff, providing constructive feedback to enhance performance
• Approve leave requests after considering peaks and troughs in the business
• Regularly communicate with staff to maintain good relations.

Preferred Qualifications

• Working knowledge of hotel property management systems like Opera beneficial