Position Summary:
Duty Manager is the representative of the management ensuring the wellbeing of all guests during their time at the hotel, maintain a high level of host presence throughout and ensure the overall smooth running of the hotel at all times when on duty.
Operations
• To assist with all departments in times of pressure – where reasonably possible
• 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
• Running of night audit during day end
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 AFOM and colleagues in a constructive and clear manner
• To ensure guests wishes are met if not exceeded so far as is reasonably possible
• To 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
• Increasing revenue whenever possible (double selling of rooms, room inventory control)
• Pushing of upsell
• Assist in implementation of cost cutting measures
Administration
• Write GIF whenever necessary in regards to guest incident
• To prepare breakfast forecast
• To look through guest deposit and balance to prepare High Balance Report
• To keep track of pending accounts inside Opera system
• To do Night Report
Experience
• At least 3 years in hotel related industry, preferably under the room division
• Excellent knowledge on Opera Cloud
• Able to handle different situations professionally
• Trained on fire evacuation and emergency procedures
