Title: Duty Manager
Function
To co-ordinate and oversee the running of the hotel in the absence of the hotel Manager or the Guest.
Experience Manager with particular emphasis on assisting the management of operations within Front Office, monitoring hotel security and maximising the profitability of operations.
Our Vision is being leaders in creating experiences and properties that escape the ordinary.
Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values.
Our Goals
- Growing revenue above market
- Maximise assets
- Business transformation
Our Values
- Empowerment: We make it happen
- Possibilities: We evolve and innovate
- Community: We make the connection
Key Accountabilities
- To ensure solid understanding of Our Target and drive with Front Office team
- To ensure all staff present themselves on time and in uniform.
- To ensure all departments are adequately staffed.
- To be aware of VIP and Group arrivals and departures and that all preparations are made for them.
- Efficient and productive use of company time
- Effective organisational communication with other departments
- Familiarise yourself with the general operations of each department in order to ensure effective communication and to be able to assist and make the best possible decisions.
- To assist any department when need be.
- To ensure a high level of service is maintained with all staff understanding and implementing the Hotels service values.
- To actively sell the hotel features, promotions and facilities to hotel guests and visitors ensuring to promote the brand to the best of their ability.
- Responsible for ensuring that all guests and visitors of the hotel are greeted in a professional and positive manner, allowing guests and visitors to feel a welcomed service spirit
- To present and act as the face of the hotel and become the hotels ambassador
- To manage the hotel complaint system.
- Be empowered to rectify and resolve any guest requests or issues that may arise whilst on shift.
- Maintain hotels duty log ensuring all relevant information related to Duty Manager shift is recorded for reference.
- This position description is not an exhaustive list of tasks that may be required. All other reasonable requests or duties may be required to be performed from time to time.
- Financial
- To ensure that the average rate and occupancy is maximised.
- To maximise average room rate and occupancy through constant liaison with key departmental personnel and employees to ensure maximum rate and occupancy is achieved.
- To ensure that department expenditure is controlled within set targets.
- Direct costs including but not limited to consumable, printing & stationary, stock control, energy, uniforms, replacements and other expenses are monitored and controlled and in line with budgeted guidelines.
- To be totally knowledgeable with regard to current room rates and yield management strategies.
- To establish accounting and financial controls in conjunction with the Financial Controller and or General Manager. To ensure all cashiering policies and procedures are followed and constantly reviewed to ensure any accounting or financial risks are at a minimum or eliminated where achievable.
- Effective use and monitoring of overtime, annual leave, days in lieu, staff breaks and other staff entitlements.
- To assist with the hotel accounts receivable.
- To assist with rostering.
- Sales
- To consistently deliver products and services that meets the quality, standards and expectations of guests.
- To achieve a reputation as the market leader in accommodation, products and a emphasis on Customer service.
- All staff have adequate product knowledge
- Liaise with key personnel to maximise rooms sales and food and beverage sales opportunities by effective promotion
- Cultivation of a sales culture maximising up-selling and on-selling techniques.
- Customers
- The cultivation of an environment where positive service culture is paramount. To create a sense of welcome and service spirit within the Front Office team.
- To achieve a level of service quality that consistently meets and exceeds the expectations of guests and staff.
- To have a high profile in the foyer giving special recognition to regular guests.
- To be supportive and actively involved in service development.
- Effectively communicating and logging feedback received.
- Ability to anticipate problems and take effective action achieving resolution. Proactively resolving guest requests and issues in a timely manner.
- The cultivation of an environment of a positive service culture where we exceed our customers’ expectations with respect to quality, service, consistency and value for money
- The results from guest feedback are equal to or exceed standards for any given period
- Any issues, concerns or problems that are raised by guests are actioned in a professional, solution-based and customer-focused manner
- Any guest complaints are resolved in a professional manner, or forwarded to the Front Office Manager or General Manager for consultation purposes
- The presentation of Reception, Restaurants, external areas, public spaces reflect the hotels standard at all times
- Hands on in the operations of F&B outlets to enhance customer experiences
- An effective system of quality control by utilising shift checklists, revision of procedures and implementation of standards
- Personnel & Training
- To ensure that strategies and practices are in place to facilitate the efficient and effective staffing of departments such that financial and service quality targets are achieved.
- The Duty Manager presents themselves as the custodian of the hotel in the absence of the General Manager and is empowered to rectify any issues that arise, report all necessary information and is responsible for the safety, the security and condition of the hotel, staff and guests.
- It is the responsibility of the Hotel Duty Manager to ensure effective leadership and human resource management to deliver a better product to our customers, better development prospects for our teams, better conditions for our staff and better results
- All operation teams exhibits a high level of productivity at all times
- Morale is constantly monitored and any problems actioned
- An environment of positive culture and constant improvement is maintained
- To assist, establish and implement training with particular emphasis on structured on job training.
- To assist in the development and implementation of strategies to reduce staff turnover.
- To ensure department employees adhere to staff handbook guidelines for presentation, grooming and punctuality.
- To effectively communicate with all departments of the hotel.
- Directing and supervising all Front Office personnel.
- Participating in all Front Office communication, meetings and training sessions
- To update staff portfolios and training checklists to ensure that all training aspects are documented for appraisals.
- Adequate security procedures are in place at all times
- Lead the hotel whilst on shift through any crisis management action plans
- Handle, record and report all incidents which have occurred in the hotel. These incidents can either affect an employee, third party, event based incidents or evacuation of the hotel.
- Compliance of company’s policies and procedures
- Promote a culture that values effective and pro-active WH&S management
- Corporate Assets
- To ensure managers and supervisors present neat, clear and functionally operating departments.
- To obtain the necessary resources to enable improvements in the physical layout of departments.
- To manage and maintain the hotels assets in all areas so as to protect their long term investment value.
- To ensure that the hotel is a safe environment at all times.
- Be fully conversant with regard to all aspects of the hotel’s computer system.
- To have a complete knowledge of fire and evacuation procedures as per Fire and Evacuation Procedures Manual.
- To use safe practices in performing all tasks as per Work, Health and Safety Act.
- To provide input into the decision of relocating guests when the hotel is over booked with minimum damage to hotel goodwill and reputation.
- To provide leadership to all hotel personnel. All staff must attain the highest standard of professionalism.
- To effectively undertake any duty shifts as required by the General Manager.
- To manage Front Office machinery to ensure that maximum efficiency is achieved and guest service is not affected.
- Dealing with all suppliers are positive, assertive, ethical and in the Company’s best interests
- Authorities
- Responsible for hotel float and tills, issuing hotel staff keys, hotel security and reporting all incidents and hotel statistics.
- All expenditure must be approved by the Front Office Manager and General Manager
