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