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.

CONSTITUENTS

• Guests
• Employees
• Hotel Owners
• Management Team

INDICATORS OF SUCCESS

• Financial (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 department

AREAS OF RESPONSIBILITY

• Participates in the development and implementation of strategies Front Office and Concierge that support achievement of the hotels goals

Manages the operation of the front office and related areas during assigned shifts

• Creates the first impression by supervising the door, concierge and front office areas
• Participates in the development and implementation of processes and procedures for assigned departments which support achievement of service and financial goals
• Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate
• Prepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel
• Analyses business forecasts and schedules accordingly
• Ensures that front desk handles billing and cash in accordance with hotels standards
• Plans and co-ordinates hotel housing activities by working closely with sales, catering, housekeeping and other departments
• Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another
• Greets 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 operations
• Provides employees with the information needed to perform their job effectively
• Orients employees to the department and hotel and provides on-the-job training on job responsibilities
• Prioritises and assigns work

Provides feedback to the employee and department manager on the employees performance of job responsibilities

• Utilises leadership skills and motivation techniques in order to maximise employee productivity and satisfaction of direct reports
• Performs all Human Resources related functions within the Front Office Department, including recruitment and selection, performance management, training and counselling

Creates 100% guest satisfaction by providing the Yes I Can experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
• Provides Yes I Can genuine hospitality and teamwork on an ongoing basis
• Assumes 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 Satisfaction
• Performs other duties required to provide the service brand behavior and genuine hospitality

Adheres to hotel policies and procedures

• Ability to manage all emergencies, guest and employee accidents and act appropriately to achieve a satisfactory outcome
• Keeps Manager promptly and fully informed of all problems or unusual matters of significance
• Performs 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 position
• Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment
• At all times projects a favourable image of the Hotel to the public

REQUIREMENTS

• Minimum one-year front office experience
• High school diploma required, bachelors degree preferred
• Strong computer systems skills including; reservations and reporting systems
• Strong financial acumen
• Excellent communication skills, ability to influence situations
• Able to collaborate effectively with other hotel employees and managers to ensure teamwork
• Strong Microsoft Office suite and reporting system skills
• Ability to work a flexible schedule