Duty Manager

Job Overview

Position: Duty Manager

Location: Harbour St, Wollongong NSW

Job type: Full Time, 38 hours/week

Salary range: AUD 76,515 to 85,000

Pro-invest Wollongong 60HS Pty Ltd (employed by associated entity Sage Hotel Wollongong). Vista Hospitality Group introduces a market leading approach to the Australasian hospitality sector, with a suite of resources and operational advantages uniquely tailored for owners and partners. Integrating industry expertise from Pro-Invest Group and Next Story Group, this new joint venture leverages both platforms resources and capabilities from development and asset management right through to operations, a dynamic portfolio of hotel brands and the versatility to apply global brands, to deliver stronger returns and a new view of optimisation and scale. We are a trusted partner to global hotel brands including voco, Sebel, Indigo and our own brands: Next, Ink, Sage and Country Comfort.

Sage Wollongong has 168 rooms, Coldwater Creek Restaurant and Bar, The Five Islands Room Terrace Restaurant and 13 function rooms and event spaces all equipped with the latest technology, retractable sound proof doors and two separate pre function areas. The Grand Pacific Ballroom is ideal for large conferences hosting up to 400 delegates (theatre style), Sage Hotel Wollongong/'s stunning southern coastal backdrop, with an adjoining outdoor deck and garden lend themselves well as an ideal wedding spot.

As a Duty Manager, you are responsible for delivering an exceptional guest Experience, whilst displaying professional leadership skills to your colleagues and co-workers. We recognise that the whole team are hospitality professionals that want to deliver the best experience to the guests, so why limit you to just one area. We want you to bring out your passion and deliver on the Core values of Passion, Accountability, Integrity and Respect to each other and the guests.

Job Purpose:

Operate the assigned hotels in keeping with the Brand promise, delivering on stakeholders expectations and prudent management to generate superior returns. Provide operational guidance, support and inspiration to the hotels assigned under the area portfolio.

Responsibilities

Core Responsibilities

- Embrace and adhere to Vista Hospitality Group (VHG) Brand and Service Standards;
- Manage, train and communicate with hotel team in delivering excellent customer service and adhering to hotel polices & procedures.
- Personally own, act and solve problems and complaints.
- Actively interact with customers to anticipate needs, handle guest enquires, and solve problems.
- Be aware and adhere to all of VHG’s Health, Safety and Environment (HS&E) policies and procedures, and all policies of the hotel.
- Perform any reasonable task as requested by management.
- Ensures punctuality and grooming standards of all the front office team members.
- Liaises closely with the Front Office Manager to ensure that revenue from room sales is maximised and rebates are minimal.
- Actively work with Front Office Manager and ensure seamless relationship with the Housekeeping team.
- Assist with the daily management of Front Office expenses and payroll productivity, monthly results report analysis and critique against budget.
- Actively develop and work alongside Front Office team ensuring exemplary customer service.
- Process all payment methods in accordance with Accounting procedures and policies. Follow property control audit standards and cash handling procedures (e.g., blind drops).
- Actively greets regular guests and VIPs, and take attention of their personal needs.
- Conduct daily shift briefings and communicate special requirements with your entire team.
- Forward planning and forecasting for future arrivals.
- Ensure the hotel is fully prepared for guest arrival and departures each day.
- Assist Guest Service Assistants with check-in and check-out of guests when it is busy.
- Full utilisation of the Front Office system ensuring accuracy in use and a range of accurate reports to meet operational needs are produced.
- Check all accounts with balances, ensuring rates are correct and vouchers are attached, before forwarding to finance.
- Ensure correct charges are processed for all miscellaneous expense such as room upgrades, guest extensions, laundry, telephone and mini bar – complete random checks daily.
- Ensure company procedures are followed and relevant documentation is completed in relation to no-shows, early departures and requests for refunds.
- Focus on the cross promotion of all outlets to increase business and upselling.
- Be pro-active in controlling costs being fully aware of forecasted business and targeted profitability whilst maintaining standards.
- Regular inspections and scheduled preventive maintenance programs to keep Guest Room and Public Spaces looking and functioning at their best.
- Supervises team members working within outlet, ensuring that operational standards and procedures are followed and Hotel policies are adhered to.

Guest Experiences

- Acts as a Manager on Duty for guest enquiries and complaints. Follows through with relevant departments to ensure action is taken.
- Handles guest complaints with patience and in the most professional manner, ensuring the matter is resolved.
- Ensures guest service agents are prepared for arrivals with accurate room allocations and guest preferences, working with Housekeeping department to ensure readiness of rooms and requests are provided.
- Gives personal attention to VIP, Platinum and return guests of the hotel, ensuring recognition.
- Responsible for the maintenance of guest profile information.
- Responsible for the ongoing performance of Guest Satisfaction Survey scores related to Front Office and hotel service.
- Focus on quality improvement and find root causes of customer complaints and work together with management team to find solutions to minimise guest complaints.

Competencies

Communication

- Fosters a collaborative environment which promotes two way communications with whole team.
- Lead by example and be a role model for the team.
- Conduct meetings within Guest Service teams team which facilitate Operational improvements.
- Complete a regular walk through of the entire hotel to ensure all departments are Operating effectively.
- Maintain a presence in the hotel lobby and maintain the condition of the hotel lobby on a daily basis.

Team Management

- To be fully conversant with Front Office software systems eg. HMS, door and key cutting and other systems used in the Hotel.
- Ensure the Front Office department has adequate staffing levels at all times and that service levels are in line with VHG’s operating standards.
- Good communication and follow up with guest requirements and team members alike is expected, as well as active participation within the department manager, team and leadership meetings.
- Maximises employee productivity and morale, whilst consistently maintaining discipline, following Hotel guidelines and legislation.
- Motivates all team members to perform their duties by demonstrating professionalism, organisational skill and team spirit.

Training and Development

- Develop performance standards for Operations in department.
- Prevent and resolve grievances and disputes.
- Counsel/discipline team members and prevent work related problems, liaise with the People & Culture Team on all grievance and issues.
- Recruit, train and facilitate multi-skilling of team members (existence of PDP’s for all team members).
- Deliver the departmental orientation training and other relevant training programs.
- Document and implement Departmental Training Plan.
- Prepare and participate in the 6-month probation reviews and annual Appraisal Process, in order to given feedback (on a formal basis). Communication however is to be given to you on a daily basis by your immediate manager.
- Post rosters within Award guidelines.
- Co-ordinate departmental recognition programs.
- Plans and implements effective skills and communication training programs.

Financials & Policies

- Optimise revenues through potential Late Check-out or Early check ins.
- Manage the distribution of daily duty log and guest incidents.
- Ensures the security of all cash and hotel property held within the Front Office safe.
- Optimise manpower utilisation per forecasted activity and events – Judicious rosters.
- Responsible for the accuracy and monitoring of Front Office PM accounts – ensures these are checked out efficiently and in a timely manner.
- Is responsible for ensuring all cashiering procedures are adhered to. Floats are counted daily and maintained at appropriate levels. Communication maintained with General Cashier and/or Financial Controller with monies owing.
- Ensures hotel credit policies and procedures are adhered to for all in house guests and monitored on a daily basis.
- Responsible for the cashiering accuracy and training of team members liaising with Finance to ensure standards are adhered to and controls maintained as per audit requirements.
- Comply with cashiering policy and procedure standards.
- Ensure new policies are communicated throughout hotel.
- Financial forecast and productivity rostering, ensuring a key performance indicators and Front Office EOS (employee opinion survey) targets are met.
- Responsible for completion of wage forecasting information and roster analysis to ensure maximum control of labour expenditure.

Health & Safety

- As an employee be responsible for undertaking work duties in a safe manner and minimising impact on the environment or the health and safety of others and follow all FLS guidelines & instructions.
- Maintain the highest level of hotel security by adhering to corporate procedures while identifying areas of risk and applying adequate control measures to minimise such risk, including but not limited to safety, fire and emergency, cash handling, guest confidentiality, key management, staff security and stock control.
- Be aware of all environmental practices, policies and procedures and implement these daily.
- Take necessary precautions and follow laid down procedures for the operation of all equipment and other activities
- Be familiar with property safety, first aid and fire and emergency procedures.
- Use safe manual handling techniques, practice safe work habits following Vista Hospitality Group Health, Safety and Environment policies, wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment.
- Take ownership for the workplace health & safety in the hotel liaise with the WHS committee, review incidents, hazards and the risk compliance in the property, finding solutions to eradicate any potential risks.
- Embrace and adhere to Vista Hospitality Group Brand and Service Standards.
- Adhere to the Vista Hospitality Group Code of conduct policy.
- Support and abide with Vista Hospitality Group’s policies pertaining to Anti–Discrimination, Sexual Harassment, Equal Employment Opportunity and relative policies.
- Be aware of all environmental practices, policies and procedures and implement these on a daily basis.
- Be aware and adhere to all of Vista Hospitality Group’s Health, Safety and Environment (HS&E) policies and procedures.

Reports to

- General Manager/Hotel Manager

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to list ALL responsibilities, tasks or qualifications required for the role.

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