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.CONSTITUENTSGuestsEmployeesHotel OwnersManagement TeamINDICATORS OF SUCCESSFinancial (GOP, Rev Par, RSI and Department Budget)Customer Satisfaction & loyalty goals (complaints per thousand, comment cards, annual quality review)Achievement of employee engagement survey and retention goals for departmentAREAS OF RESPONSIBILITYParticipates in the development and implementation of strategies Front Office and Concierge that support achievement of the hotels goalsManages the operation of the front office and related areas during assigned shiftsCreates the first impression by supervising the door, concierge and front office areasParticipates in the development and implementation of processes and procedures for assigned departments which support achievement of service and financial goalsParticipates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriatePrepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotelAnalyses business forecasts and schedules accordinglyEnsures that front desk handles billing and cash in accordance with hotels standardsPlans and co-ordinates hotel housing activities by working closely with sales, catering, housekeeping and other departmentsEnsures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one anotherGreets 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.Assists in all administrative and statistical analysis of department operationsProvides employees with the information needed to perform their job effectivelyOrients employees to the department and hotel and provides on-the-job training on job responsibilitiesPrioritises and assigns workProvides feedback to the employee and department manager on the employees performance of job responsibilitiesUtilises leadership skills and motivation techniques in order to maximise employee productivity and satisfaction of direct reportsPerforms all Human Resources related functions within the Front Office Department, including recruitment and selection, performance management, training and counsellingCreates 100% guest satisfaction by providing the Yes I Can experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectationsGives personal attention, takes personal responsibility and uses teamwork when providing guest serviceListens, apologizes with empathy, finds a solution and follows through when resolving guest problemsProvides Yes I Can genuine hospitality and teamwork on an ongoing basisAssumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest SatisfactionPerforms other duties required to provide the service brand behavior and genuine hospitalityAdheres to hotel policies and proceduresAbility to manage all emergencies, guest and employee accidents and act appropriately to achieve a satisfactory outcomeKeeps Manager promptly and fully informed of all problems or unusual matters of significancePerforms 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 positionMaintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environmentAt all times projects a favourable image of the Hotel to the publicREQUIREMENTSMinimum one-year front office experienceHigh school diploma required, bachelors degree preferredStrong computer systems skills including; reservations and reporting systemsStrong financial acumenExcellent communication skills, ability to influence situationsAble to collaborate effectively with other hotel employees and managers to ensure teamworkStrong Microsoft Office suite and reporting system skillsAbility to work a flexible schedule