There’s nothing complicated about dealing with business people.
They’re just people. Doing business.
By day, international marketing superhero. By night: fluffy bath robe and a box set.
Like Liz, who’s left her laptop cable in the cab. Or Mario, who’s secretly missing his cats. The early riser, who’s first in the gym. The sales team preparing for the ‘big pitch’ over a freshly prepared lunch. At Crowne Plaza Hotels and Resorts, we embrace the new world of business and understand that Modern business travellers want a hotel (and a hotel team) that understands and supports them, helping at every turn.
What is the Job?
The moment a guest enters the hotel, they will be amazed by the exceptional service provided. As a Duty Manager, you’ll deliver a memorable service to guests by assisting and answering their enquiries that exceeds their expectations. You’ll also create the warm atmosphere that makes our guests feel at home in any location.
Your Day to Day
Guest Experience
- React and respond to guests to resolve their problems and also provide them with personal recognition
- Ensure VIPs and priority club guests receive special attention
Financial
- Ensures front line team members comply with FIT Marketing techniques, maximize sales and upsell while promoting inter-hotel sales and in-house facilities
- Check billing instructions and monitor guest credit
- Analyzes and approves discounts and rebates
- Analyze the rate variance report to ensure rooms revenue control
- Help prepare annual departmental operating budget and financial plans.
- Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
People
- Support and assist Front Office team and all departments during peak hours (greeting, rooming and sending off VIP guests)
- Supervises and directs Reception and Reservations personnel in terms of standards of conduct, uniform, hygiene and appearance
- Assist superior in all team member related matters (staffing, recruiting, training, discipline, communication)
- Ensure your team are properly trained according to hotel’s guidelines and quality standards
Responsible Business
- Ensure all procedures are conducted safely and according to policies, procedures and guidelines
- Be aware of duty of care, adhere to occupational, health and safety legislation, policies and procedures
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
- Log security incidents and accidents in accordance with hotel requirements
- Takes action with the Property Management Systems (PMS) in emergency situation
Ideally you have minimum 2 years of working experience in a Supervisory Role in a hotel Front Office department. You have a minimum qualification of Diploma in any aspect and is able to work rotational shift, including night shift.
We’ll reward all your hard work with a great salary and benefits – including a uniform, great room discount and superb training
Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve.
