Overview
To co-ordinate and oversee the running of the hotel in the absence of the hotel Manager or the Guest Experience Manager, with emphasis on assisting the management of operations within Front Office, monitoring hotel security and maximising the profitability of operations.
Key Accountabilities / Responsibilities
- To ensure solid understanding of Our Target and drive with Front Office team
- To ensure all staff present themselves on time and in uniform
- To ensure all departments are adequately staffed
- Ability to work some overnight shifts and weekend shifts
- To be aware of VIP and Group arrivals and departures and that all preparations are made for them
- Efficient and productive use of company time
- Effective organisational communication with other departments
- Familiarise yourself with the general operations of each department in order to ensure effective communication and to be able to assist and make the best possible decisions
- To assist any department when needed
- To ensure a high level of service is maintained with all staff understanding and implementing the hotel’s service values
- To actively sell the hotel features, promotions and facilities to hotel guests and visitors, promoting the brand to the best of your ability
- Responsible for ensuring that all guests and visitors of the hotel are greeted in a professional and positive manner, creating a welcoming service spirit
- To present and act as the face of the hotel and become the hotel’s ambassador
- To manage the hotel complaint system
- Be empowered to rectify and resolve any guest requests or issues that may arise whilst on shift
- Maintain hotel duty log ensuring all relevant information related to Duty Manager shift is recorded for reference
- All other reasonable requests or duties may be required from time to time
- To ensure that the average rate and occupancy is maximised
- To maximise average room rate and occupancy through constant liaison with key departmental personnel to ensure maximum rate and occupancy is achieved
- To ensure that department expenditure is controlled within set targets
- Direct costs including but not limited to consumables, printing & stationary, stock control, energy, uniforms, replacements and other expenses are monitored and controlled in line with budgeted guidelines
- To be totally knowledgeable regarding current room rates and yield management strategies
- To establish accounting and financial controls in conjunction with the Financial Controller and/or General Manager; ensure cashiering policies and procedures are followed and reviewed to minimise risks
- Effective use and monitoring of overtime, annual leave, days in lieu, staff breaks and other entitlements
- To assist with the hotel accounts receivable
- To assist with rostering
- To consistently deliver products and services that meet the quality, standards and expectations of guests
- To achieve a reputation as the market leader in accommodation, products and customer service
- All staff have adequate product knowledge
- Liaise with key personnel to maximise rooms sales and food and beverage sales opportunities by effective promotion
- Cultivation of a sales culture maximising up-selling and on-selling techniques
- The cultivation of an environment where positive service culture is paramount; create a sense of welcome and service spirit within the Front Office team
- To achieve a level of service quality that consistently meets and exceeds expectations of guests and staff
- To have a high profile in the foyer giving special recognition to regular guests
- To be supportive and actively involved in service development
- Effectively communicating and logging feedback received
- Ability to anticipate problems and take effective action, proactively resolving guest requests and issues in a timely manner
- The cultivation of a positive service culture where we exceed customers’ expectations with respect to quality, service, consistency and value for money
- The results from guest feedback are equal to or exceed standards for any given period
- Any issues, concerns or problems raised by guests are actioned in a professional, solution-based and customer-focused manner
- Any guest complaints are resolved in a professional manner, or forwarded to the Front Office Manager or General Manager for consultation purposes
- The presentation of Reception, Restaurants, external areas and public spaces reflects the hotel’s standards at all times
- An effective system of quality control by using shift checklists, revision of procedures and implementation of standards
- To ensure that strategies and practices are in place to facilitate productive and effective staffing of departments to achieve financial and service quality targets
- The Duty Manager presents themselves as the custodian of the hotel in the absence of the General Manager and is empowered to rectify any issues that arise, report all necessary information and is responsible for the safety, security and condition of the hotel, staff and guests
- It is the responsibility of the Hotel Duty Manager to ensure effective leadership and HR management to deliver a better product to customers, better development prospects for teams, better conditions for staff and better results
- All operation teams exhibit a high level of productivity at all times
- Morale is constantly monitored and any problems actioned
- An environment of positive culture and constant improvement is maintained
- To assist, establish and implement training with emphasis on structured on-the-job training
- To assist in the development and implementation of strategies to reduce staff turnover
- To ensure department employees adhere to staff handbook guidelines for presentation, grooming and punctuality
- To effectively communicate with all departments of the hotel
- Directing and supervising all Front Office personnel
- Participating in all Front Office communication, meetings and training sessions
- To update staff portfolios and training checklists to ensure training aspects are documented for appraisals
- Adequate security procedures are in place at all times
- Lead the hotel whilst on shift through crisis management action plans
- Handle, record and report all incidents which have occurred in the hotel; incidents can affect an employee, third party, event-based incidents or evacuation
- Compliance with company policies and procedures
- Promote a culture that values effective and pro-active WH&S; management
- To ensure managers and supervisors present neat, clear and well-functioning departments
- To obtain necessary resources to enable improvements in the physical layout of departments
- To manage and maintain the hotel’s assets to protect long-term investment value
- To ensure that the hotel is a safe environment at all times
- Be fully conversant with all aspects of the hotel’s computer system
- To have complete knowledge of fire and evacuation procedures as per Fire and Evacuation Procedures Manual
- To use protected practices in performing all tasks as per Work, Health and Safety Act
- To provide input into decisions on relocating guests when overbooked with minimal damage to goodwill and reputation
- To provide leadership to all hotel personnel; all staff must attain the highest standard of professionalism
- To effectively undertake any duty shifts as required by the General Manager
- To manage Front Office machinery to ensure maximum efficiency and uninterrupted guest service
- Dealing with all suppliers in a positive, assertive, ethical manner in the Company’s best interests
Authorities
- Responsible for hotel float and tills, issuing hotel staff keys, hotel security and reporting all incidents and hotel statistics
- All expenditure must be approved by the Front Office Manager and General Manager
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📌 Front Office Duty Manager
🏢 Atura Hotels
📍 Melbourne