Duty Manager- Front office

Job Description:

Participates in the development and implementation of strategies Front Office and Concierge that support achievement of the hotel’s goals

Manages the operation of the front office and related areas during assigned shifts

• Creates the first impression by supervising the door, concierge and front office areas
• Participates in the development and implementation of processes and procedures for assigned departments which support achievement of service and financial goals
• Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate
• Prepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel
• Analyses business forecasts and schedules accordingly
• Ensures that front desk handles billing and cash in accordance with hotel’s standards
• Plans and co-ordinates hotel housing activities by working closely with sales, catering, housekeeping and other departments
• Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another

Creates 100% guest satisfaction by providing Yes I Can! genuine hospitality and by exceeding guests expectations

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
• 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 best judgement 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

Provides 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 performance of job responsibilities
• Utilises leadership skills and motivation techniques in order to maximise employee productivity and satisfaction of direct reports

Assists in all administrative and statistical analysis of department operations

Performs all Human Resources related functions within the Front Office Department, including recruitment and selection, performance management, training and counselling

Greets all arriving VIP’s, is visible and in contact with guests in a public relations capacity. Logs any points of concern and promptly resolves/actions requests of guest as a “First Effort” priority. Follow up call(s) are to be made to ensure the guests expectations are met and exceeded.

Ability to manage all emergencies, guest and employee accidents and act appropriately to achieve a satisfactory outcome

Keeps 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 hotel employees to foster and promote a co-operative and harmonious working environment

At all times projects a favourable image of the Hotel to the public.

Knowledge of Opera.