Senior Duty Manager

2 weeks ago

Canberra, ACT, Australia Accor Full time

Job Summary

We are seeking a highly motivated and experienced Duty Manager to join our team at Accor's upscale hotel brand, Pullman. As a key member of our team, you will be responsible for providing exceptional service to our guests and ensuring that our hotel operations run smoothly.

Key Responsibilities

  • Lead by Example: Provide efficient, friendly, and professional service to all guests, setting the tone for our hotel's high standards.
  • Front of House Operations: Manage the front of house operations to ensure that we are providing the highest quality service to our customers.
  • Team Supervision: Supervise and support a team of supervisors and food and beverage attendants to ensure that our lounge areas are running smoothly.
  • Work Organization: Define the organization of work to be performed by the team members and supervise, coordinate, and plan daily activities of personnel.
  • Guest Challenges: Handle different guest challenges and situations, and be part of the first response emergency team.
  • Reporting and Communication: Complete the daily running sheet with full communication across all areas of the lounge, including Qantas staff, and report any issues to the lounge and T&C manager.
  • Business Metrics: Achieve budgets, customer satisfaction targets, and other business metrics.
  • Complaint Handling: Receive and deal with verbal complaints, and forward to the lounge manager when necessary.
  • Team Communication: Communicate directly with the front of house team, kitchen team, and higher management to provide them with all relevant information.
  • Training and Development: Assist with implementing training programs for all employees, conduct induction and skills training, and maintain standards of hygiene for food handling and presentation.
  • Brand Policies: Ensure that all ACCOR and brand policies are respected.
  • Software Operation: Have excellent knowledge of software operation and usage, and check discrepancy reports and take action accordingly.
  • Team Development: Train junior team members and coordinate the monthly on-the-job training for the whole department.
  • System Problems and Workplace Injuries: Log and inform the manager of any system problems and workplace injuries.
  • Lounge and Bar Areas: Assist with protecting and maintaining control of the lounge and bar areas.

Requirements

  • Passion for People: A passion for people and creating the next generation of hospitality leaders.
  • Previous Experience: Previous experience managing a large team within a hotel or similar environment.
  • Interpersonal and Problem-Solving Abilities: Strong interpersonal and problem-solving abilities.
  • Software Operation: Proficient in software operation and usage.

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