Duty Manager

What is the job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As the Duty Manager, you’ll manage the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Your day-to-day:

People

• Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
• Monitor appropriate standards of conduct, uniform, hygiene and appearance of staff
• Provide input for Front Office meetings
• Supervise and direct Reception and Reservations personnel
• Support and assist Front Office personnel and all departments at peak periods

Guest Experience

• Ensure front office staff provide guests with prompt service, professional attention and personal recognition
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
• Report directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations
• React to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
• Respond to guest needs and resolves related problems
• Ensure VIPs and priority club guests receive special attention
• Assist Guest Relations in greeting, rooming, and sending off VIP guests
• Promote inter-hotel sales and in-house facilities

Financial

• Oversee night audit function and preparation of daily financial reports
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
• Work with Superior and Director of Finance in the preparation and management of the Department’s budget
• Check billing instructions and monitors guest credit
• Ensure front line staff complies with FIT marketing techniques and maximize sales

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police and emergency personnel
• Analyse and approves discounts and rebates
• Analyse the rate variance report to ensure rooms revenue control
• Take action with the Property Management Systems (PMS) in emergency situation
• Fully conversant with all hotel emergency procedures
• Perform other duties as assigned

Accountability

• This is most vital Front Office job at a full-service hotel or at a regional extended-stay hotel. May report to FO Manager/Director of Rooms at a large luxury or resort hotel. Typically supervise front desk agents and porter/shuttle services, reservations etc. May oversee subordinate supervisors

What we need from you?

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration
• 2 years of Front Office/Guest Service experience including supervisory/ executive level experience
• Must speak fluent English
• Other languages preferred

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Benefits:

• Flexible schedule
• Health insurance
• Maternity leave
• Meal provided
• Opportunities for promotion
• Parental leave
• Professional development

Work Location: In person