REQ12700 Duty Manager, Hotel (Open)

POSITION SUMMARY:

The Duty Manager, Hotel always provides ongoing hotel managerial support, monitoring customer satisfaction, security, employee activities, and physical defects with focus on the lobby and public areas of the hotel.

PRIMARY RESPONSIBILITIES:

Takes responsibility in the absence of higher authorities in any situation requiring Management support/actionMonitors performance standards across the hotel, reporting issues/concerns as neededResolves efficiently any issues raised by any guest to ensure their needs are met and their expectations are exceededEnsures on-going relations and rapport are not compromised with the guest and that exceptional customer service is always providedMaximizes daily room revenue by monitoring status and rooms availabilityAdjusts rate strategies if revenue opportunity demands in the absence of the Senior Manager, RoomsLiaises with other key departments across the Hotel and delegates tasks as required to ensure the entire operational requirements are metImproves and develops departmental procedures to increase efficiency and productivity and improve service to guestsMonitors and conducts regular property patrolsEliminates revenue losses by ensuring credit policies are adhered to by the department and by implementing and observing accurate cashier standardsMaintains current product knowledge of events and facilities to ensure guests receive accurate, timely information and adviceAdheres to and exhibits pro-active leadership in accordance with internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behavior, and a workplace culture of equity and diversity is fosteredConsults and involves employees to promote an environment where workplace hazards are minimized, and the health and safety of employees is valuedOversees proper operation of various sections of the department especially those servicing VIP guestsWorks and coordinates well with Transportation department to ensure proper arrival and departure arrangementsMaintains high level of overall guests’ satisfaction in all areas and achieve high quality guest service standards in accordance to established Hotel’s Service StandardsMaintains consistent and effective communication to all departmental managers and staffEnsures close communication and relationship with VIP guests to ensure guest’s stay experience is positiveProduces and provides relevant front operations reports, statistics, and analysisAdheres to all Company policies and procedures

KEY PERFORMANCE INDICATORS:

Good management of complaints and incidentsPositive customer FeedbackContinuous progress of Technical SkillsStaff Retention and Development

QUALIFICATIONS:

Education

Bachelor’s degree in hospitality or related field

Experience

At least 5 years previous experience in a Front Office Managerial role in a five-star resort

Skills

Excellent interpersonal and customer service skillsGood negotiation and conflict resolution skillsLeadership and coaching skills.  Strong in finance and budgetingFluent in both written and spoken EnglishComputer literate with PMS, Word, PowerPoint, ExcelStrong problem solving and critical thinking

 PERSONAL COMPETENCIES:

Attention to detailAchieves agreed objectives and accepts accountability for resultsDisplays a high commitment to delivering resultsLeads others to achieve business objectivesCommunicates effectivelyAble to work on flexible shifts including overnight, weekends and holiday on rotation basisDisplays the highest level of integrityAbility to maintain discretionSelf-motivatedApproachable