Position Summary
The Duty Manager will report to the Front Office Manager and play a pivotal role in supporting the Rooms Division. This position is primarily responsible for efficiently managing Front Office Operations while ensuring that guests receive the utmost level of service.
Job Responsibilities
Operations
- To assist with all departments when necessary
- To assume responsibility for the running of the Hotel in the absence of senior management
- To coordinate guests and staff during an emergency and have good knowledge of fire procedures
- To liaise well with all departments, ensuring that communication of the day’s activity is clear and understood
- To make sure that Company policy and the Vision are followed at all times
- To complete daily inspection and cleanliness of all hotel facilities
- To complete a full handover with the previous and following Duty Manager communicating directly where possible otherwise full details as appropriate in the DM file and email
Guest Service
- To liaise with guests and ensure a strong host presence at all times, passing relevant information onto staff especially specific requirements or arrangements
- To ensure that the standards of service in all areas meet the required levels
- To deal with complaints quickly and efficiently and find suitable solutions to any problems that may arise, communicating issues to the FOM and colleagues in a constructive and clear manner
- To obtain feedback from guests and to use this to improve service
