Duty Manager (Front Office)

As a Duty Manager, you will work closely with Guests to greet, converse, and assist with enquiries, especially when VIP Guests, long-stay Guests, and others are in the hotel lobby. A Duty Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:Occupy the hotel lobby and other public areas, particularly at busy timesEngage Guests in conversation and provide general assistanceManage, record, and resolve promptly all Guest complaintsMeet and greet VIP Guests and major corporate clients upon arrivalCoordinate the services and special facilities provided to long-stay GuestsUnderstand all credit procedures and ensure they are appliedStay current with all hotel products, services, policies and emergency proceduresMonitor Guest satisfaction reports and implement actions to improve resultsHandle, record and follow through with management issues or emergencies that ariseConduct any Health and Safety procedures, if required, including fire walks, food safety investigations, etc. Previous supervisory experience in Front Office within the hotel/leisure/retail sectorGood knowledge of Health and Safety and security proceduresCalm, efficient and the ability to work well under pressureExcellent leadership skills and exceptional communication skillsA passion for delivering exceptional levels of guest servicePossess strong commercial acumen, with experience in increasing profitability in a tight market sectorExperience in managing budgets, revenue proposals and forecasting results in a similar sized property