Duty Manager

Participates in the development and implementation of strategies for Front Office, bell stand, parking, transportation, One Touch Service, Business Centre and reservations that support achievement of the hotel's goals.

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

• Creates the first impression and leads by example. Supervises the door, bell, parking, transportation, operator, reservations and front office areas utilizing the CSA operating standards.
• Participates in the development and implementation of processes and procedures for assigned departments which support. Achievement of service and financial goals.
• Assumes responsibility for supervision in the absence of department heads; communicates daily with department heads regarding areas of concern.
• Provides Executive Assistant Manager-Rooms and Assistant Front Office Manager/Department Heads with summary of activities during shift by preparing and distributing written log daily.
• Represents the hotel contact to the general public
• Meet and greets all VIP guests.
• Checking the arrival list for the day including VIP's.
• Inspecting of VIP rooms prior to arrival.
• Ensuring all guest room preferences are carried out accordingly to the guest profiles.
• Assists the front desk and lobby during peak periods.
• Liaise with the housekeeping department on a day to day basis to ensure communication lines are seamless.
• 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 hotel's standards.
• Plans and coordinates 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
• Insures proper customer relations and safe guards the hotel interest by resolving and taking appropriate actions on all customer complaints and or/problems.
• Review and understand CSA Brand Standards for Radisson Hotels.
• Prepare and check for the next day's arrivals.
• Assumes responsibility for overall security of the hotel
• Assures full security for customers, hotel personnel and property by working closely with Hotel Security.
• Oversees emergency operation to insure customer safety and minimize hotel losses and liability.
• Takes corrective action during emergency; files appropriate reports to supervisors.
• Understand the hotel's emergency and evacuation response plans implemented by the hotel.
• Review the CSA safety and security / Manager on Duty program guidelines.
• Calls General Manager and Executive Management Team / Executive Assistant Manager- Rooms / Assistant Front Office Manager for any fire, bomb threat, burglary or death that has occurred in the hotel premises.
• Managing and safekeeping the Grand Master Key while on Duty.
• Follow the income audit guidelines implemented by CSA.

Provides employees with the information needed to perform their job effectively.

• Orients employees to the department and hotel and provides on-the-job training and on- the-job responsibilities.
• Prioritizes and assigns work.
• Provides feedback to the employee and department manager on the employee's performance of job responsibilities.

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 behaviour 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.
• Minimum three year front office experience.
• High school diploma required, bachelor's 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.

Skills
 Strong computer systems skills including; reservations and reporting systems.

 Minimum five year front office experience.

 Strong Microsoft Office suite and reporting system skills.

 Required diploma in hotel management bachelor's degree preferred

 Excellent communication skills, ability to influence situations

 Ability to work a flexible schedule.