Duty Manager

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our client is seeking to engage a Duty Manager on a Permanent, Full Time position.

**Position Overview**

As a Duty Manager you will assist the Front Office Manager in administering front office functions and for managing Front Office Associates & Front Office Supervisor. Ensuring they have completed their daily tasks in a timely manner and to respond promptly to guest queries and complaints. Ensure employee productivity, efficiency and create a positive work environment. As Duty Manager it is crucial in our commitment to delivering the best possible experience for our guests, from reservations to check-out. Train new team members and implement Marriott Bonvoy benefits and promotions within the Front Office. Leadership, problem-solving, and decisiveness are critical for success in this role.

**Main task, duties, and responsibilities**
- Monitor and Supervise Front Office team members and On site
- activity
- Ensure exceptional quality of customer service to guests.
- Training GSA as well as Front Office Supervisors
- Train team members to ensure their performance meets the standards regarding
- Reservations (creating, amending, and updating)
- Answering calls
- Responding to guest requests/queries
- Property knowledge that the GSA and other team members should know of
- Ability to Liaise with other department teams
- Answer all incoming calls in regard to creating, amending, and cancellation reservations
- Answering guest queries and fulfilling requests (where authorised and appropriate)
- Providing information to callers regarding the Hotel
- Transferring calls and leaving messages for other team members
- Providing assistance to in-house guests
- Managing any lost property claims
- Respond to all guest queries and fufill requests promptly (where authorised and appropriate)
- Action any reservations related enquires
- Provide feedback on Associate's performance and discuss matters relating to associates with the Front Office Manager
- Attend training sessions and meetings when required.
- Meeting regularly with upper management to stay up-to-date with organisational changes, issues and improvements and communicating these to other staff members
- Marriott Bonvoy Connector
- Participate in Marriott Loyalty Webinars
- Implement and communicate any new loyalty program updates for Rooms
- Develop ways to increase our Guest Voice scores for Elite Appreciation
- Service Excellence and Brand Standards
- Understands the Marriot International Autograph Collection service culture
- Respond to all guest needs in a courteous and timely manner.
- Provide a courteous and professional service at all time
- To maintain professional working relationships with all associates.
- Work Health hand Safety
- Ensure compliance with safety and sanitation policies in all areas.
- Ensure all workplace health and safety practices are utilised when performing duties.
- Report work health and safety that may affect work activities or other people to the management

Qualification
- Certificate III/IV in Hospitality or above
- Must meet the legal requirements to work in Australia

Experience
- 2 years experience in a hotel Front Office operation, with exposure to both front desk and reservations procedures
- Experience in a leadership or supervisory Front Office role.
- Ability to demonstrate highly developed interpersonal and communication skills, both written and verbal

Skills (knowledge and abilities)
- Excellent customer relations, problem-solving, decision making and time management skills Passionate and consistent, with excellent attention to the detail in maintaining brand standards
- Demonstrate people management, leadership skills and training/coaching others
- Demonstrate skills in telephone etiquette, taking and managing reservations/requests.
- Ability to fast learn information related to the property, what Canberra has to offer, and local events
- Willingness to manage multiple tasks, conflicting deadlines and varying guest situations.
- High standard of personal presentation and hygiene
- Previous experience using a Property Management System is essential (preferably Opera)
- Strong local knowledge of Canberra and the surrounding regions is highly desirable but not essential
- A current full Australian drivers licence is also highly desirable but not essential