Duty Manager
2 weeks ago
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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