Duty Manager

Department:

Front Office

Reports To:

Front Office Manager

Purpose:

To create 100% guest satisfaction by maintaining smooth and efficient operation of front desk processes.

Constituents:

Guests

Employees

Indictors of Success:

Achieving Rev Par Goals.

Customer Satisfaction and Loyalty Goals (Complaints per Thousand, Comment Cards, Annual Quality Review).

Areas of Responsibility:

Creates 100% guest satisfaction by providing ‘Yes I Can’ genuine hospitality and by exceeding guest expectations:

§ Gives personal attention, takes personal responsibility and uses teamwork when providing guest services.

§ 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 their best judgment 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.

Provide 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 work performance of job responsibilities.

Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay:

§ Greets guest and processes hotel registration.

§ Develop good open communication and rapport with all guests. Recognise return guests and ensure all guests expectations are met and exceeded at all times.

§ Ensure all guest account details are correct and accurate.

§ Keeps current on hotel accommodations, services and area attractions.

§ Responds to customer inquiries for information.

§ Arranges for services requested by the guest by working with other departments as appropriate.

§ Stays current with developments in the hotel by reviewing and updating the communication log.

§ Handles customer complaints, refers to Front Office Manager wherever necessary.

Maximises revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes:

§ Offers guests updates on rooms and promotes hotel amenities, food and beverage outlets and services.

§ Makes reservations in accordance with hotel’s yield management practices.

§ Processes customer credit at check-in in accordance with hotel policy.

§ Identifies and records special billing instruction and notifies Accounting.

§ Follows hotel policy on cash banks – at all times adheres to credit limits and procedures as set down by the Financial Controller.

§ Obtains appropriate approvals and signatures.

Maintain timely and accurate house counts:

§ Check on room availability and house status.

§ Verifies sell-out and near sell-out nights with reservations.

§ Communicates with housekeeping to ensure room availability and changes in house status; works to ensure that the room assignments are made to provide the customer with the best possible experience.

§ Ensures smooth transition through shift changes and relays all pertinent information to relieving Executives.

Adheres to hotel policies and procedures:

§ Attends work on time and as scheduled.

§ Follows hotel grooming, hygiene and dress standards.

§ Minimise safety hazards by following all safety rules and procedures.

§ Refrain from personal conversations with other staff at the main entrance.

§ Keeps immediate 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 company employees to foster and promote co-operative and harmonious working climate.

§ At all time projects a favourable image of Brand to the public.

Success Factors:

Focus on the Customer

Seeks to understand the guest, internal and external customers and meet and exceed the needs of both the customer and the company.

Attend to Detail

Ensure that work is accurate, thorough and to the highest standards.

Take Responsibility

Demonstrate personal ownership of tasks and follow through to get the required results.

Build Strong Relationships

Foster trust and co-operation among co-workers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.

Foster Teamwork

Works well in a team environment and motivates team to sustain exceptional levels of performance.

Communicate Effectively

Clarify and provide information so that co-workers, customers and suppliers understand and can take action.

Demonstrate Openness and Respect for Others

Value and remain open to new ideas and perspectives.

Key Skills and Requirements:

Stand-up and/or One-on-one Training

Skilled in the use of techniques and strategies required to deliver training material in group and one-on-one settings.

Reservations Process

Understand the reservation process including the role of WRS, distribution channels and reservations flow.

Performance Management, Supervisory

Demonstrate ability to relate to, communicate with, and motivate employees to sustain high performance and quality levels.

Organisation

Demonstrate ability to proactively prioritise needs, put first things first and effectively manage resources and time.
Interested candidates can apply or mail their profile at careers@radissonmbd.com