Duty Manager

Summary

Scope and General Purpose of Job

Responsible for all facets of the day to day operation of the hotel including but not limited to Housekeeping, Front Office and Food & Beverage.

**Leadership Profile**:
**CARE**

Hyatt's higher purpose is based on care. Caring leaders build trust and engagement by cultivating genuine relationships. The capacity to care for one another is one of the strongest of all human traits. At the center of caring is empathy. Leaders exhibit empathy when they connect personally and deeply with those around them.

**SERVE**

Serving leaders create success for and through others. Such leaders are motivated by service to the higher purpose, the business and its stakeholders - not by the pursuit of power or personal gain. The success of these leaders is gauged by the success of others. They don't try to solve all problems or to have all of the answers: they thrive by unleashing others in pursuit of goals. They understand and take direct responsibility for growing the next generation of leaders.

**LEARN**

**ADAPT**

Adaptive leaders demonstrate agility in the face of continuous change. They anticipate and thrive in changing environments where diversity of thought fosters innovation and creativity. They have the ability to create a climate where individuals can take risk, experiment, and learn from failure: often times with great speed. Adapting leaders constantly think about what changes are needed to stay relevant in the marketplace and to fulfil the organization's purpose.

**ACHIEVE**

Achieving leaders prioritize and do what is best for the business. They are outcome oriented and understand that superior financial performance benefits all stakeholders. They are bold, strategic and future-oriented. They see the big picture, understand how the different components of a system interconnect and behave over time, and help make sense out of complexity by simplifying. They possess sound judgment and can make quick decisions when needed.

**Qualifications**:
**Main Duties**

**Operational**
- Hands on duties in all areas of the hotel (including Front Office, Food & Beverage, Kitchen, Housekeeping, Safety & Security) as required for the daily operation of the hotel.
- Ensure that all associates provide the highest level of service to our guests in accordance with their expectations.
- Meet and greet VIP guests and liaise with hotel Transportation company to ensure timely service from and to airport.
- Handle guest requests and enquiries as required.
- Respond to all guest complaints in an efficient and effective manner.
- Trouble shoot issues throughout the hotel as they arise including maintenance and IT problems.
- Assist the Hotel Manager and the Director of Sales in maximizing revenue including yield management and ensuring any potential sales opportunities are passed onto sales.
- Liaise with and where needed assist the Administration Host with any administration duties including purchasing, finance and payroll queries to ensure the smooth operation of the hotel.
- Ensure that all operations manuals are up to date.
- Proficient in Opera, Micros, Reserve and all other operating systems in the hotel.
- Conduct team briefings and shift handovers.
- Ensure that all associates are fully conversant with Hyatt's guest recognition program and that it is delivered to guests accordingly.
- Responsible for supervising security of the premises, garden area and hotel maintenance alongside Engineering Manager.
- Monitor Medallia, Tripadvisor and any other guest feedback received. Investigate, rectify and respond to guest feedback in as appropriate.
- Responsible for the hotel in the absence of the Hotel Manager.
- Ensuring hotel licenses that include liquor, bar operations are up to date and that the premises are following government regulations.

**Associate Management**
- Coach and train associates to be able to perform all aspects of their job.
- Implement rosters in line with the requirements of the business, award restrictions and payroll budgets.
- Monitor Housekeeping quality and standards of the rooms.
- Perform regular check-in conversations with associates as required.
- In conjunction with the General Manager, manage associates performance.
- Assist with associate recruitment and selection.
- Assist the General Manager with associate engagement and retention, creating a motivated and purpose driven team.
- Monitor OH&S in the hotel and ensure that all hazards are rectified immediately.

**Financial**
- Assist the General Manager in budgeting and reforecasting.
- Monitor and implement the hotel's credit policy.
- Ensure that all operational budgets are strictly controlled.
- Ensure effective payroll controls by maximizing staff efficiencies and the award restrictions.

**General**
- To report for work punctually, wearing the correct uniform and maintaining a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.
- To