Duty Manager

Brief

As a Duty Manager with us, you will be a representative of the management ensuring the wellbeing of all guests during their time at the hotel, maintaining a high level of host presence and ensuring the hotel's operations effectively throughout.

Key responsibilities

Operations

• To assist with all departments in times of pressure – where reasonably possible
• Assume responsibility for the running of the Hotel in the absence of senior management
• To coordinate guests and staff during an emergency according to safety protocols
• Communicating with stakeholders, ensuring that operations protocols are adhered to
• Ensure that Company policy and the Vision are followed at all times
• Perform daily inspection and cleanliness of all hotel facilities
• Running of night audit during day end

Guest Services

• Liaise with guests and ensure a strong host presence at all times, passing relevant information onto staff especially specific requirements or arrangements
• Ensure that the standards of service in all areas meet the required levels
• Manage complaints effectively and efficiently with service solutions
• Ensure guests wishes are met if not exceeded so far as is reasonably possible
• Obtain feedback from guests and to use this to improve service and top pass on such to the AFOM and other relevant HOD’s

Financial

• Revenue increment services whenever possible (double selling of rooms, room inventory control)
• Assist in implementation of cost cutting measures

Administration

• Write GIF whenever necessary with regards to guest incident
• Prepare breakfast forecast
• Ensure safekeeping of deposit and balance to prepare High Balance Report
• Keep track of pending accounts inside Opera system

Requirements

• 3-5 years of experience in hospitality industry
• Diploma/degree in hotel management & tourism or hospitality related course
• Customer oriented with problem solving solutions
• Working knowledge on Opera system
• Comfortable handling various situations or incidents professionally
• Familiar with fire evacuation and emergency procedures