Job Description
Job Title: Duty Manager
Department: Front Office
Reports to: Front Office Manager
Salary: £40,000 [£32,000 + 8,000 service charge]
Hana Consulting is looking to hire Duty Manager for a 5 star hotel in Holborn who deliver a personal, tactful and friendly service, anticipating guest need, creating a homely ambience in a sophisticated environment to achieve an elegant and comfortable experience.
The hotel an inspired setting, a seductive spirit. Your qualities will include you to
- Provide passionate, warm and intelligent service to ensure our guests feel perfectly at ease and truly inspired
- Innovate, not imitate, by being creative and original
- Be Passionate in your work, to demand the very best from yourself and anticipate our guests’ needs in going the extra mile to make their stay as comfortable as possible and their experience a lasting impression.
Job Overview
Responsible for supporting the Front Office Manager by overseeing Front Office (Reception, Concierge) and Reservations in all key areas of service. Maintaining a high level of host presence throughout and ensure the overall smooth running of the hotel at all times when on duty. Ensure maximum guest satisfaction and guest experience by assisting with enquiries, work closely with guests, greeting, conversing, especially when VIP Guests, long-stay Guests, and others are in the common areas of the hotel. To overlook all key areas of service in accordance with the hotel's goal to deliver outstanding guest service and achieving financial profitability.
Objectives and Goals
- To ensure that all guests enjoy a warm, memorable and personalized stay at L’oscar.
- Support all departments when needed with guest queries and people support.
- To have a strong knowledge of all hotel facilities in order to be able to target guest needs, ensure employee satisfaction and support the Front Office Manager with strategies to increase revenue and maximize the financial performance of the department.
- To develop a positive, direct and open relationship with guests and colleagues alike.
- Support Front Office Manager to develop and implement property-wide initiatives that deliver products and services to meet or exceed the needs and expectations of the brand’s target guest and employees.
Key Duties and Responsibilities
Leading the Team
- Champion the brand’s service vision for product and service delivery.
- Communicates a clear and consistent message regarding departmental goals to produce desired results.
- Undertaking general Front Office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.
- Supervise Front of House operations in absence of Front Office Manager.
- When required coverage of early, late at the reception.
- Acting as Night Manager in the absence of Night Manager.
- To be fully conversant with all departmental procedures for Reception, Concierge and Reservations.
- Perform show round of the premises and facilities when required.
- Deal with all incoming enquiries (emails and/or faxes) within a 1 hour response time
- Ensure that all department staff are familiar with Fire, Emergency and Bomb evacuation procedures.
- With Front Office Manager assisting in coordinating training with Rooms department – Concierge, Door People and Reservations.
Ensuring and Providing Exceptional Guest Service:
- Demonstrates and communicates key drivers of guest satisfaction for the brand’s target guest.
- Delivers excellent guest service throughout the guest experience and encourages the same from other employees.
- In absence of the Front Office Manager responds to and handles guest problems and complaints.
- Stays available to solve problems and/or suggest alternatives to previous arrangements.
- Creates an atmosphere in all Front of House areas that meets or exceeds guest expectations.
- Be visible in all public areas such as Hotel lobby, restaurants and bar in order to meet and greet, assist direct, cross sell other outlets of the hotel.
- Delivers excellent guest service throughout the guest experience and encourages the same from other employees.
- Uses personal judgment and expertise to enhance the guest experience.
- Interacts with guests to obtain feedback on product quality and service levels.
- Works to continually improve guest service by integrating obtained feedback and personal judgment into action plans.
- Supports Front Office Manager in emphasizing guest satisfaction during all departmental meetings and focusing on continuous improvement.
Administration:
- Assisting reservations department in their absence in, answering room reservations enquiries by following the brand standards, communicating guests’ requests to adequate departments, anticipating guests needs, upselling the hotel and Food and Beverage outlets.
- Being fully aware and trained on procedures put in place during employment like nonsmoking policy, high revenue bookings, and fully booked procedure.
- Be fully aware of the daily arrivals and departure. Prepare all the VIP report and communicate to department heads.
- Record any unusual occurrences or problems arising in the Duty management log.
Finance & Cashiering:
- Be fully aware of departmental figures, hotel’s occupancy and average room rate.
- Be fully conversant with all cash handling procedures for foreign currency, authorize and sign petty cash, paid outs, cash advances and cashiers closing audit.
- Monitor credit limited report for possible doubtful accounts.
- Monitor front desk activities with regards to rebates, billing instructions, discounted rates in compliance with hotel policy.
- Ensure the correct handling of the reception float
Health and Safety
- Understand relevant H&S legislation including the use of Risk Assessments and Safe Systems of Work and the implications on the business, taking action as required
- Ensure a safe workplace by identifying and reporting hazards and taking corrective action
- Be fully in charge of the fire panel.
- Be fully aware of fire, bomb and evacuation procedures for your department and your colleagues
- To be fully conversant with the Hotel Health and Safety policy and procedures
Communication
- Communication with all relevant parties is clear, consistent and transparent
- To provide a clear handover during shift changes and ensure each shift is reviewed and handovers/briefings are carried out.
- To make yourself aware of any hotel VIP amenities, special requests or changes, special requirements and outstanding orders or work tasks.
- To support Front Office Manager in ensuring that regular meetings take place with supervisors to ensure the team are fully briefed and action points are recorded and achieved.
- In the absence of the Reception Manager to attend the daily morning meetings with all senior supervisory staff to brief on the day’s activities, and events.
Misc
- To work with Front Office Manager or other department heads for General Manager on various special assignments and any other reasonable request
Qualifications and Requirements
Previous luxury hotel related experience
Proven experience in managing/supervising a team
Good knowledge of Microsoft Office, Opera, Micros, Internet
Able to work under pressure
Attention to details
Good guest contact skills
Good telephone manner
Good communication
Job Types: Full-time, Permanent
Salary: £40,000.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Flexitime
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
- Wellness programme
Schedule:
Supplemental pay types:
- Bonus scheme
- Commission pay
- Performance bonus
- Tips
- Yearly bonus
Work Location: In person