Duty Manager
1 week ago
As a Duty Manager, you'll be the face of the hotel during your shift.
Youll ensure smooth day-to-day operations across all departments and act as the main point of contact for both guests and staff.
Key Responsibilities: To ensure all guests receive a genuine, warm, friendly, courteous welcome on arrival and during their stay from all departmental personnel To assist in empowering, encouraging and promoting employees to make on the spot guest satisfaction decisions To ensure all guest queries are handled promptly and efficiently To ensure all guest profiles are updated and maintained To carry out Duty Management shifts as required To ensure all duty management shift checklists & or Vibe checklists are completed To carry out duty management shifts in accordance with agreed hotel procedures To liaise with all HODs on a daily basis to ensure sufficient staffing levels.
To ensure that the operation in all areas is running as is the agreed standard and follow up any discrepancies with the relevant HODs.
To be operationally responsible for the service delivery and standards throughout the entire building when on Duty.
To ensure that all signage throughout the building is up to date, in the correct standard and professionally displayed.
To patrol the building at regular intervals paying particular attention to cleanliness, both inside and outside the building.
To patrol the building ensuring that all fire exits are free from obstruction and in proper working order.
To take control and lead the team in the event of a fire alarm or pre alarm scenario.
To be present around the building at all times during the day.
In particular, the Duty Manager must maintain a lobby presence between the peak check in/out times, during lunchtime in around the lobby and restaurant and around the banqueting area during the peak tea/coffee times.
Ensure that the back of house areas are in clean and proper condition.
To attend the daily 10am team briefing ensuring that all the days business is covered and any feedback is followed up.
Ensure that a comprehensive handover system is put in place to inform the Manager on Duty of all the VIPs, Complaints, Special Requests, Function Business and AOB.
To look after requisitions outside of store hours ensuring that all documentation is completed.
To deal with the situation in the event of a master/section key loss in conjunction with the General Manager.
To spot check guest bedrooms on a daily basis.
To ensure that all public areas within the Hotel are maintained in accordance with the agreed standards.
To handle all complaints in a calm, organised and discreet manner ensuring complete service recovery every time.
To get involved in and carry out training in the hotel.
To ensure that all necessary Duty Management documentation is compiled, recorded and stored.
To conduct show arounds as required.
To help with Booking out guests to Hotels when needed.
What You Need: Previous experience in a supervisory or managerial role in hospitality Strong communication and leadership skills Ability to remain calm and effective under pressure Excellent problem-solving abilities Flexibility to work shifts, weekends, and holidays Proficient with hotel management systems A guest-first mindset and a team-player attitude What We Offer: Competitive salary Employee discounts on stays and dining Career growth and development opportunities A supportive and inclusive work environment Staff Meals Discounted Gym Benefits: Staff Discounts Meal Allowance / Canteen
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