Are you looking for a new challenge within a busy London 4* Hotel? Does your skillset and experience best suit the Operational running of the Hotel. You should have an excellent telephone manner and impeccable communication skills.
You will have proven experience within a similar role in a 4* or 5* Hotel, and you must have a helpful, flexible and guest friendly approach that you can deliver over the telephone or in person. This means that your English language skills, both written and spoken, must be excellent.
As you are looking for a more senior position then you must be able to demonstrate experience in managing and delivering projects involving staff development, customer complaints, brand awareness, maximising revenue as well as having sound commercial business acumen and efficient time management.
You will also be goal-orientated and comfortable working in a pressure and target driven environment.
DUTY MANAGER JOB DESCRIPTION
Salary: Competitive Salary Depending Upon Experience
Hours: 45 HRS (Any 5 of 7 Days per Week)
Early Duty Management: 07:00AM – 16:00PM
Late Duty Management: 14:00PM – 23:00PM
Night Duty Manager: 22.15PM – 07:15AM
Holiday: 28 days per annum inc 8 statutory bank holidays
Accountability: Responsible to: General Manager & Operations Manager.
Liaises with: House Keeping Department, Food and Beverage Department, Visitors, Contractors, Guest, Corporate Clients & Companies, Online Travel Agents and Partners.
Experience and Skills:
The ability to communicate effectively with all areas of the business
Excellent written and verbal communication skills
Ability to deal effectively with guest issues or complaints
Ability to multitask, prioritise, delegate, lead and inspire a team
Understand the necessity for confidentiality
Understand the role of teamwork in providing a quality service
Able to demonstrate commercial understanding of G.P., P&L, Basic Ledger & Banking Reconciliation
Understand the accuracy when dealing with guests records, both electronic and paper based
Motivated and enthusiastic
Commitment to ongoing development
Main Duties and Responsibilities:
To meet and greet guest, members of the public and visitors to the hotel in a friendly and courteous manner
To chair departmental morning briefing meeting
Work closely with Reservations and Distribution Manager in monitoring and updating 3rdparty websites, GDS, PMS etc.
Ensure Maximum occupancy and average room rate is achieved at all times by efficient yield management and up selling of the hotel facilities and company products.
To be responsible for the accurate processing of all advanced purchased reservations including group and individual bookings. (Payments, amendments, cancellations, etc)
Ensure a robust filing process for customer confirmations, reservation correspondence and credit card / company authorizations.
Ensure data entry is correct for all reservations in accordance with company standards
Flag any deviations in booking trends to avoid unacceptable over booking levels.
To ensure that all enquiries are dealt with in a prompt and professional manner in accordance with company standards.
To be fully conversant with all group and individual reservations procedures.
To be fully aware of all rates and promotions and to communicate them to relevant members of staff.
To deal with all internal and external customers in a professional manner to ensure complete satisfaction at all times, and to ensure that the correct administrative systems are in place to ensure efficiency.
To ensure that customer relations are developed and maintained to the highest standards and that all telephones are answered promptly and correctly.
To manage the chasing and charging of any late cancellation or no show charges.
To ensure that all potential sales leads are passed to the sales department
To strictly observe over credit limit procedures for in house guests
To introduce and document any relevant procedures in conjunction with the Operations Manager
Understanding the aims of the hotel and the reservation department’s role in achieving it
Agreeing department objectives for yourself and team
To train, coach, and develop people to meet current and future needs of the department and hotel
Developing and implementing department training plans to meet business needs
Evaluating & providing feedback on all training activities for the department
To liaise closely with other departments and the management team to establish good working relations and maintain effective communications
To take this role and the Hotel forward you must have the ability to set the agenda for progress and the man-management skills to develop the team to deliver and improve guest experience.
Ensures that guest details are not disclosed
Maintains high confidentiality in regards to guest privacy
Takes action on any suspicious behaviour of guests and staff, and reports to the General Manager for follow up.
All lost and found objects are logged and dealt with in line with company standard
Ensures that all potential and real hazards are taken cared of immediately, and reported appropriately
Follow emergency procedures to provide for the security and safety of guests and employees
Works in a safe manner that will not cause harm or injury to self or others
Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations.
Anticipates possible and probable hazards and conditions and inform Maintenance personnel accordingly.
Health & Safety:
To have full knowledge of the hotels disaster plan.
To have full knowledge of the hotels terrorist alert procedure.
To have full knowledge of and be able to act upon the Fire procedures as laid down in the hotel fire plan in accordance with the Fire Precautions Act (1971).
To have full knowledge of the hotels security procedure.
To report faults and health and safety hazards.
To exercise care, attention and vigilance towards guests, colleagues and hotel property.
Ensure any accidents to staff, guests or visitors are reported in accordance with the hotel procedure.
To attend all statutory Fire, Health and Safety training and to be fully conversant with and abide by the rules concerning Fire, Health & Safety.
To have full knowledge of your departmental Risk Assessments, ensuring that all employees are fully aware of them and that they have read and signed them to state that they understand the risks.
To be fully conversant with the Licensing Act 1964.
Accepts flexible work schedule necessary for uninterrupted service to hotel guests.
It is important that all members of staff are prepared to take on additional duties or relinquish existing duties in order to maintain efficient running of the business. The General Manager reserves the right to re distribute duties and functions amongst members of staff from time to time and requests for such changes shall not be reasonably refused.