Duty Manager

Creates 100% guest satisfaction by providing ‘Yes I Can’ genuine hospitality and by exceeding guest expectations:

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest services.
• Listens, apologises with empathy, finds a solution and follows through when resolving guest problems.
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee.
• Performs other duties as required to provide ‘Yes I Can’ Genuine hospitality.

Provide employees with the information needed to perform their job effectively:

• Orients employees to the department and hotel and provides on-the-job training on job responsibilities.
• Prioritises and assigns work.
• Provides feedback to the employee and Department Manager on the employee’s work performance of job responsibilities.

Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay:

• Greets guest and processes hotel registration.
• Develop good open communication and rapport with all guests. Recognise return guests and ensure all guests expectations are met and exceeded at all times.
• Ensure all guest account details are correct and accurate.
• Keeps current on hotel accommodations, services and area attractions.
• Responds to customer inquiries for information.
• Arranges for services requested by the guest by working with other departments as appropriate.
• Stays current with developments in the hotel by reviewing and updating the communication log.
• Handles customer complaints, refers to Front Office Manager wherever necessary.

Maximises revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes:

• Offers guests updates on rooms and promotes hotel amenities, food and beverage outlets and services.
• Makes reservations in accordance with hotel’s yield management practices.
• Processes customer credit at check-in in accordance with hotel policy.
• Identifies and records special billing instruction and notifies Accounting.
• Follows hotel policy on cash banks – at all times adheres to credit limits and procedures as set down by the Financial Controller.
• Obtains appropriate approvals and signatures.

Maintain timely and accurate house counts:

• Check on room availability and house status.
• Verifies sell-out and near sell-out nights with reservations.
• Communicates with housekeeping to ensure room availability and changes in house status; works to ensure that the room assignments are made to provide the customer with the best possible experience.
• Ensures smooth transition through shift changes and relays all pertinent information to relieving Executives.

Adheres to hotel policies and procedures:

• Attends work on time and as scheduled.
• Follows hotel grooming, hygiene and dress standards.
• Minimise safety hazards by following all safety rules and procedures.
• Refrain from personal conversations with other staff at the main entrance.
• Keeps immediate manager promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Maintains a favourable working relationship with all other company employees to foster and promote co-operative and harmonious working climate.
• At all time projects a favourable image of Brand to the public.

Can also connect at [email protected]

Skills

Duty Manager

Fast-Paced Experience

Front Office