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Duty Manager

2 months ago

Perth, Western Australia Accor Hotels Full time
Job Description

Key Responsibilities:

  • Guest Experience: Ensure the smooth functioning of the hotel and provide exceptional service to all guests, ensuring their rooming and welfare needs are met.
  • Front Office Operations: Oversee the reception, concierge, telephones, hospitality, and cashier operations, ensuring seamless coordination and efficient service delivery.
  • Departmental Liaison: Collaborate with various departments to ensure smooth and coordinated work, maintaining high standards of communication and teamwork.
  • Cleanliness and Maintenance: Ensure the cleanliness and maintenance of all areas under the front office, including the lobby, corridors, main staircase, and drive-away.
  • Record Keeping: Maintain accurate records of arrivals and departures, as well as relevant documentation.
  • Quality Assurance: Ensure high-quality service and standards among staff in the lobby, promoting a culture of excellence and customer satisfaction.
  • Guest Welcome and Escort: Personally welcome and escort all guests, providing a warm and personalized experience.
  • VIP Services: Authorize courtesies for VIP guests, ensuring their special needs are met.
  • Training and Development: Conduct regular training sessions to maintain high standards and ensure staff are equipped to provide exceptional service.
  • Guest Inquiries and Complaints: Handle guest inquiries and complaints in a professional and courteous manner, taking prompt action to resolve issues.
  • Room Sales and Occupancy: Ensure high levels of room sales through effective up-selling techniques and maintain maximum room occupancy within agreed overbooking policies.
  • Luggage and Mail Handling: Ensure efficient handling of luggage and mail for incoming and outgoing guests.
  • Team Grooming and Hygiene: Check the grooming and hygiene of the team, promoting a culture of professionalism and attention to detail.
  • Room Inspections: Conduct regular room inspections in coordination with the housekeeping department, ensuring high standards of cleanliness and maintenance.
  • News and Parcel Delivery: Ensure timely delivery of newspapers and parcels to guest rooms.
  • Problem-Solving and Leadership: Demonstrate leadership skills, utilizing persuasion and motivation to attain organizational goals, and be readily available to deal with problems or complaints.
  • Check-In and Check-Out Facilities: Ensure efficient and speedy check-in and check-out facilities, promoting a seamless guest experience.

Requirements:

  • Education: Diploma or degree in hotel management or equivalent qualifications.
  • Experience: Total 4-5 years of experience in hotel operations.