OverviewTo 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 / ResponsibilitiesTo ensure solid understanding of Our Target and drive with Front Office teamTo ensure all staff present themselves on time and in uniformTo ensure all departments are adequately staffedAbility to work some overnight shifts and weekend shiftsTo be aware of VIP and Group arrivals and departures and that all preparations are made for themEfficient and productive use of company timeEffective organisational communication with other departmentsFamiliarise 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 decisionsTo assist any department when neededTo ensure a high level of service is maintained with all staff understanding and implementing the hotel's service valuesTo actively sell the hotel features, promotions and facilities to hotel guests and visitors, promoting the brand to the best of your abilityResponsible for ensuring that all guests and visitors of the hotel are greeted in a qualified and positive manner, creating a welcoming service spiritTo present and act as the face of the hotel and become the hotel's ambassadorTo manage the hotel complaint systemBe empowered to rectify and resolve any guest requests or issues that may arise whilst on shiftMaintain hotel duty log ensuring all relevant information related to Duty Manager shift is recorded for referenceAll other reasonable requests or duties may be required from time to timeTo ensure that the average rate and occupancy is maximisedTo maximise average room rate and occupancy through constant liaison with key departmental personnel to ensure maximum rate and occupancy is achievedTo ensure that department expenditure is controlled within set targetsDirect 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 guidelinesTo be totally knowledgeable regarding current room rates and yield management strategiesTo 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 risksEffective use and monitoring of overtime, annual leave, days in lieu, staff breaks and other entitlementsTo assist with the hotel accounts receivableTo assist with rosteringTo consistently deliver products and services that meet the quality, standards and expectations of guestsTo achieve a reputation as the market leader in accommodation, products and customer serviceAll staff have adequate product knowledgeLiaise with key personnel to maximise rooms sales and food and beverage sales opportunities by effective promotionCultivation of a sales culture maximising up-selling and on-selling techniquesThe cultivation of an environment where positive service culture is paramount; create a sense of welcome and service spirit within the Front Office teamTo achieve a level of service quality that consistently meets and exceeds expectations of guests and staffTo have a high profile in the foyer giving special recognition to regular guestsTo be supportive and actively involved in service developmentEffectively communicating and logging feedback receivedAbility to anticipate problems and take effective action, proactively resolving guest requests and issues in a timely mannerThe cultivation of a positive service culture where we exceed customers' expectations with respect to quality, service, consistency and value for moneyThe results from guest feedback are equal to or exceed standards for any given periodAny issues, concerns or problems raised by guests are actioned in a professional, solution-based and customer-focused mannerAny guest complaints are resolved in a professional manner, or forwarded to the Front Office Manager or General Manager for consultation purposesThe presentation of Reception, Restaurants, external areas and public spaces reflects the hotel's standards at all timesAn effective system of quality control by using shift checklists, revision of procedures and implementation of standardsTo ensure that strategies and practices are in place to facilitate efficient and effective staffing of departments to achieve financial and service quality targetsThe 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 guestsIt 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 resultsAll operation teams exhibit a high level of productivity at all timesMorale is constantly monitored and any problems actionedAn environment of positive culture and constant improvement is maintainedTo assist, establish and implement training with emphasis on structured on-the-job trainingTo assist in the development and implementation of strategies to reduce staff turnoverTo ensure department employees adhere to staff handbook guidelines for presentation, grooming and punctualityTo effectively communicate with all departments of the hotelDirecting and supervising all Front Office personnelParticipating in all Front Office communication, meetings and training sessionsTo update staff portfolios and training checklists to ensure training aspects are documented for appraisalsAdequate security procedures are in place at all timesLead the hotel whilst on shift through crisis management action plansHandle, record and report all incidents which have occurred in the hotel; incidents can affect an employee, third party, event-based incidents or evacuationCompliance with company policies and proceduresPromote a culture that values effective and pro-active WH&S; managementTo ensure managers and supervisors present neat, clear and well-functioning departmentsTo obtain necessary resources to enable improvements in the physical layout of departmentsTo manage and maintain the hotel's assets to protect long-term investment valueTo ensure that the hotel is a safe environment at all timesBe fully conversant with all aspects of the hotel's computer systemTo have complete knowledge of fire and evacuation procedures as per Fire and Evacuation Procedures ManualTo use safe practices in performing all tasks as per Work, Health and Safety ActTo provide input into decisions on relocating guests when overbooked with minimal damage to goodwill and reputationTo provide leadership to all hotel personnel; all staff must attain the highest standard of professionalismTo effectively undertake any duty shifts as required by the General ManagerTo manage Front Office machinery to ensure maximum efficiency and uninterrupted guest serviceDealing with all suppliers in a positive, assertive, ethical manner in the Company's best interestsAuthoritiesResponsible for hotel float and tills, issuing hotel staff keys, hotel security and reporting all incidents and hotel statisticsAll expenditure must be approved by the Front Office Manager and General Manager
#J-18808-Ljbffr
📌 Front Office Duty Manager
🏢 Atura Hotels
📍 Melbourne