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Duty Manager

4 months ago

Bengaluru, India GRAND MERCURE Full time
Job Description

Main Duties:

Administration

  • Liaise with different departments for smooth and coordinated work.
  • Should ensure that the team members are adhering to the Human Resource policies.

Customer Service

  • Personally welcome and escort all hotel guests.
  • Authorize courtesies for all VIP’s
  • Maintaining guest profile and updating the same on regular basis
  • Ensure to interact with the guests & enable the team to understand guest requirements.

Financial

  • Responsible for maintaining high level of room sales, by up-selling.
  • Adhere to Accor guidelines for all the financial related procedures
  • Ensure maximum room occupancy within agreed overbooking policy.
  • Ensure to balance the accounts on a daily basis.

Operational

  • Adhere to the Standard Operating policies & Procedures.
  • Check outstanding of in-house guests on a daily basis.
  • To check whether the following records are kept in order and up to date:
  1.  “C” forms
  2. Reception / Information Log Book          
  • Ensure that the luggage of incoming and outgoing guests is handled quickly and efficiently.
  • Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered.
  • Check the grooming and hygiene of the team.
  • Ensure all VIP room inspection in coordination with House Keeping Department.
  • Ensure that newspapers and parcels are delivered in the rooms without delay.
  • To be readily available at all times to deal with problems or complaints.
  • Ensure effective and speedy check-in & check-out facilities.
  • Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
  • Ensure that the entrance is easily accessible to cars and taxis at all times.
  • Conduct briefing for concierge and Front Office Assistants.
  • Log security incidents and accidents in accordance with hotel requirement
  • Communicates with FOM all information likely to be interest to them

Personnel

  • Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behaviour, tactfulness, openness, and cultural awareness.
  • Ability to accept responsibility.
  • Self confidence, motivation, drive and tenacity.
  • Ability to enhance organizational performance.
  • Ability to clearly delegate tasks and responsibilities.
  • Ability to think strategically, inductively, and creatively.
  • The propensity to recognize and acknowledge other people’s ideas.

Other Duties

  • Ensure cleanliness of all areas under the Front Office viz., Lobby, corridors, main staircase and drive away.
  • Helping other department in case of emergency.

Qualifications

  • Previous Duty Manager experience preferably within a hotel environment
  • Exceptional communication and interpersonal skills that will see you develop strong rapport with guests and colleagues
  • A confident and proactive problem solver, with strong conflict resolution skills
  • The innate ability to remain calm under pressure and when responding to emergency situations 
  • Exceptional time management skills will help you in managing competing priorities in this fast-paced service environment
  • Excellent attention to detail and a genuine commitment to delivering 5-star service
  • Experience with Opera PMS, and First Aid and CPR is advantageous