Duty Manager

Job Description

• Conduct daily briefings and ensure that all pertinent information is well received by team members
• Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met
• Review, analyze and suggest improvement of work flow and standards at the Front Desk
• Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates
• Communicate with Front Office Manager on all matters regarding guest services & hotel operations
• Ensure documentation of all guest related issues using the logbook
• Sign media and supervise shift handover procedures

• Coordinate and communicate with other hotel departments as required regarding general administration and operations issues
• Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently
• Assist Guest Relations in greeting, rooming, and sending off guests
• Inspect front of house and back of house regularly for cleanliness and orderliness
• Ensure that front line staff complies with marketing techniques and maximizes sales
• Check billing instructions, monitor guest credit and act upon any discrepancies
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates

Qualifications

• Minimum of 3 years' relevant experience within the hotel industry, with strong experience in Front Office operations and procedures.
• Previous experience using Opera PMS.
• Diploma in Hospitality Management or Business Administration preferred but not necessary.
• Strong working knowledge of Microsoft Outlook and Microsoft Office.
• Previous experience supervising, coaching and developing team members.
• Ability to work independently when senior management is unavailable and confidently make decisions regarding guest and team safety and wellbeing.
• Strong guest service, complaint handling and conflict-resolution skills, with a calm and professional approach when managing challenging situations.
• Understanding of daily revenue balancing and financial procedures, with the ability to interpret operational reports and review daily occupancy.
• Excellent communication and relationship-building skills, with the ability to build positive relationships with guests, team members and other departments.
• Strong time-management, organisational and decision-making skills, with excellent attention to detail and sound commercial awareness.
• Genuine passion for hospitality, hotel operations and delivering an excellent guest experience.
• Strong personal integrity and the ability to maintain confidentiality.
• Ability to adapt positively to operational changes and work effectively in a fast-paced hotel environment.
• Flexibility to work across a seven-day operation, including weekends and public holidays.
• Commitment to Accor values, Heartist culture, workplace safety, inclusion and diversity.

Additional Information