Duty Manager

1 month ago


Mumbai, Maharashtra, India Accor Full time
Job Title: Duty Manager

Company Description:

Accor is a leading hospitality company that operates a portfolio of hotel brands around the world.

Job Description:

The Duty Manager is responsible for ensuring the smooth operation of the front office and providing exceptional customer service to guests.

Main Duties:

  • Liaise with different departments to ensure coordinated work.
  • Ensure team members adhere to Human Resource policies.
  • Personally welcome and escort guests.
  • Authorize courtesies for VIPs.
  • Maintain guest profiles and update them regularly.
  • Interact with guests and enable the team to understand their requirements.

Financial:

  • Responsible for maintaining high room sales through up-selling.
  • Adhere to Accor guidelines for financial procedures.
  • Ensure maximum room occupancy within agreed overbooking policy.
  • Balance accounts daily.

Operational:

  • Adhere to Standard Operating policies and Procedures.
  • Check outstanding in-house guests daily.
  • Ensure records are kept in order and up to date.
  • Handle luggage efficiently.
  • Deliver mail and messages promptly.
  • Check team grooming and hygiene.
  • Coordinate VIP room inspections with House Keeping.
  • Deliver newspapers and parcels without delay.
  • Deal with problems or complaints promptly.
  • Ensure speedy check-in and check-out facilities.
  • Deal with guest inquiries and complaints tactfully.
  • Ensure entrance is accessible to cars and taxis.
  • Conduct briefings for concierge and Front Office Assistants.
  • Log security incidents and accidents.
  • Communicate with FOM on relevant information.

Personnel:

  • Leadership skills with persuasion and motivation.
  • Ability to accept responsibility.
  • Self-confidence, motivation, drive, and tenacity.
  • Ability to enhance organizational performance.
  • Ability to delegate tasks and responsibilities.
  • Ability to think strategically, inductively, and creatively.
  • Recognition and acknowledgement of other people's ideas.

Other Duties:

  • Ensure cleanliness of front office areas.
  • Help other departments in case of emergency.

Occupational Health & Safety:

All employees must safeguard their health and safety, and the health and safety of others, in the workplace.

Employee Responsibility:

Be ready and responsible for any job assigned by the Management.

Qualifications:

  • Demonstrated ability to lead a high-performing team.
  • Exceptional customer service skills and/or experience.
  • Enthusiastic and driven individual who strives to exceed targets.
  • Excellent verbal and written communication skills.
  • Strong attention to detail with a good work ethic.
  • Current unrestricted Provisional or Full Driver's Licence.
  • Full working rights in Australia.

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