Job Overview:
A Duty Manager works closely with Guests to greet, converse, and assist with enquiries, especially when VIP Guests, long-stay Guests, and others are in the hotel lobby.
What you’ll do:
- Meet and greet VIP Guests and major corporate clients upon arrival
- Stay current with all hotel products, services, policies and emergency procedures
- Understand all credit procedures and ensure they are applied
- Monitor Guest satisfaction reports and implement actions to improve results
- Engage Guests in conversation and provide general assistance
- Coordinate the services and special facilities provided to long-stay Guests
- Manage, record, and resolve promptly all Guest complaints
- Conduct any Health and Safety procedures, if required, including fire walks, food safety investigations, etc.
- Occupy the hotel lobby and other public areas, particularly at busy times
- Handle, record and follow through with management issues or emergencies that arise
What you’ll have:
- An in-depth knowledge of the hotel, leisure or service sector
- Possess strong commercial acumen, with experience in increasing profitability in a tight market sector
- Previous supervisory experience in Front Office within the hotel/leisure/retail sector
- Excellent leadership skills and exceptional communication skills
- A passion for delivering exceptional levels of guest service
- Calm, efficient and the ability to work well under pressure
- Good knowledge of Health and Safety and security procedures
- Previous role as a senior supervisor or Duty Manager in a similar quality hotel
- Experience in managing budgets, revenue proposals and forecasting results in a similar sized property
- A degree or diploma in Hotel Management or equivalent