Duty Manager

Job description

As a Duty Manager, you will oversee hotel operations during your shift, ensuring exceptional guest experiences, supporting and developing team members, maintaining a safe and secure environment, and driving operational excellence. You will be a visible and approachable leader, acting as a key point of contact for guests and team members while supporting the Front Office Manager in achieving departmental and business objectives.

Responsibilities

You will be working closely with the Front Office Manager to achieve Front Office KPIs and you will be the first point of contact for dealing with any general management related inquiries that arise within the hotel. Specifically, you will be responsible for managing the first impressions of our guests and perform the following tasks to the highest standard:

• Engage Guests in conversation and provide general assistance
• Manage, record, and resolve promptly all Guest complaints
• Meet and greet VIP Guests and major corporate clients upon arrival
• Coordinate the services and special facilities provided to long-stay Guests
• Stay current with all hotel products, services, policies and emergency procedures
• Monitor Guest satisfaction reports and implement actions to improve results
• Handle, record and follow through with management issues or emergencies that arise

Qualifications

What are we looking for?

• Previous supervisory experience in Front Office within a hotel or similar industry
• Knowledge of Health and Safety and security procedures
• Calm, efficient and the ability to work well under pressure
• Excellent leadership skills and exceptional communication skills
• A passion for delivering exceptional levels of guest service
• Full availability for a rotating roster, including ability to work evenings, overnight shifts, weekends, and public holidays.