We're looking for a talented, ambitious Duty Manager who will be responsible for the smooth running of their shift, based from our Front Office but supporting the wider hotel operation.
This role serves as the primary point of contact for our guests and coordinates between departments to ensure all interactions reflect the hotel's high standards of hospitality, professionalism and service excellence.
YOUR KEY RESPONSIBILITIES:
- Proactively engage positively with all guests, including resolving any complaints and queries and ensures satisfactory resolution, follow up and recording of the occurrence
- Assist with departures as needed and with group movements if necessary
- Manage accurate handovers and the daily briefing in the absence of the Front Office Manager
- Review daily arrivals and departures, prepare and check rooms to preference and block rooms for special requests, VIPs, or package reservations. Ensure they're ready in a timely manner
- Maintain security and safety procedures, including key control and lost & found
- Foster positive working relationships with all hotel departments to ensure seamless guest service
- Proactively oversee guest communications, greeting them at breakfast, for example, to ensure their stay is exceeding expectations
- Manage emergency situations calmly and efficiently, following established protocols
- Perform any other job-related duties as assigned by the Front Office Manager
We will on occasion request that team members undertake various related tasks as needed in the spirit of providing exceptional guest service.