Duty Manager

About the Role

Responsible for making decisions that directly affect the day\-to\-day operations for the front of house. Deal successfully with a wide variety of people from different cultures and backgrounds. As a Front Desk role, the day Perform many as the same functions as an Assistant General Manager and General Manager, with slightly less authority.

Responsibilities:

·Provide attentive and efficient service during check in, out and at the desk throughout the day ensuring all guests are acknowledged in a queue, are promptly recognised, and that we proactively anticipate their needs (door assistance, luggage assistance and luggage storage).

· Ensuring the ground floor area is kept clean and free of litter to present an impressive and welcoming environment at all times – a sense of luxury.

· Delivers a consistent and superior guest experience to all guests.

· Inspects rooms prior to arrival and works with Housekeeping and Engineering to resolve any issues straight away.

· Attends to all guest’s issues and concerns, resolves diligently ensuring full guest satisfaction and recovery. Follows up the matters to reinsure complete recovery.

· Liaises with all HOD’s to ensure operational challenges are foreseen and resolved prior to reaching our guests.

· Conducts hotel walks during the shift and action as any shortcomings to relevant departments.

· Manage all aspects of customer service within the hotel to anticipate and exceed customer expectations.

· Develop product knowledge to ensure accurate delivery of service.

· Monitor, analyse and provide feedback to all departments regarding complaints and all the customer feedback to identify trends and take pro\-active actions.

· Ensure completion of hotel daily accounts (end of EPOS and Hotel Perfect) and all company paperwork as per company procedures.

· Support the General Manager to work within the company set budgets while providing the standard of service required.

· Keep the General Manager and all staff informed or all relevant business issues and updates using varied methods of communication.

· Create a detailed and accurate reports after acquired by the Assistant General Manager/General Manager.

· Carry out supplier communication as required activity in line with company.

· Complete orders in line with company procedures to ensure levels are maintained.

· Manage all incidents in line with company procedures.

· Ensure all Front of house staff are adequately trained in hotel procedures.

· Anticipates potential problems solutions and act accordingly to create solutions.

· Review services offered and obtain feedback from internal and external customers or an ongoing basis and contribute ideas for continued development.

Health \& Safety

· Support the GM to drive Health \& Safety compliance with Legal, Government and Company Policies relating to Fire, Hygiene, Health \& Safety and Licensing Laws.

· Responsible for supporting and advising on all aspects of Health and Safety within the front of house.

· Health \& Safety Policies and procedures relating to all activities, areas and personnel are understood and that the operational teamwork in accordance with these.

· Responsible for supporting the operation to ensure all team members are trained in all aspects of Health and Safety.

People

· Manage, motivate, and develop individuals within the team to enable them to meet current and future team and guest needs.

· Reward and recognise individual and team performance to encourage an engaged and motivated team.

• Lead by example in developing a customer focused engaging service driven hospitality offering to our guests and internal team members.

· To ensure that team members act in a responsible and professional manner at all times \& deal with any problems professionally.

· To ensure that all team members are aware of their importance within the organisation and the responsibility they have for safety.

· To seek opportunities to develop yourself in relation to technical training and personal development.

· Work as part of a team, hands on, across departments, in other areas and with an approach that you are happy to get involved to get work done.

Job Types: Full\-time, Permanent

Pay: £31,000\.00\-£35,000\.00 per year

Benefits:

• Employee discount


• Free parking


• On\-site parking

• A\-Level or equivalent (preferred)

This listing is from indeed. View original listing ↗