Job Description
Position Overview
The Duty Manager is responsible for the guest experience at the hotel, to ensure unforgettable moments are created. This could be regarded as enhancing experiences and/or the implementation of recovery plans for missed opportunities. The Duty Manager is also regarded as the link between guests and agents while staying at the hotel. The Duty Manager has the responsibility to act as guidance for other department Managers when related to guest experience and in the event of risk or crisis management.
Key Responsibilities and Duties
Has a thorough knowledge of the hotel outlets, facilities and services
Ensures the corrective action of guest complaints by the implementation of recovery plans
This starts by immediate acknowledgment and resolution with 24 hours
Has the responsibility to maintain and improve guest experience in all areas of the hotel
Building and improving relationships with agents and welcome back guests
Has the responsibility to ensure all guests who are highlighted by the Agent (HBA's) are met upon arrival and throughout their stay to provide the agent with feedback and to ensure any areas of improvement are identified during the guest stay
Managing the guest interchange programme
Identifies training needs within the Front Office department and communicates this to the Front Office Manager and Assistant Front Office Manager to implement an action plan
Focuses on special celebrations for Welcome Back and VIP guests to ensure we create memorable moments
Acts as a support to the Concierge team when required and in the absence of the Front Office Supervisor
Along with Sales and Marketing Team has the responsibility to drive on line feedback along with the guest questionnaires and general feedback received from guests while staying with us and after departure
It is mandatory for the Duty Manager to have a strong presence during breakfast and dinner service to ensure the enhancement of guest experience
Attends all training and workshops as and when required
Has the responsibility to assist in driving the Leading Hotels of the World and ALL Loyalty standard set out by Fairmont
Models the Organizational Values, Code of Ethics and Organizational Code of Conduct
Has the responsibility to complete monthly LQA audits and to provide the Front Office Manager and the Assistant Front Office Manager with feedback to improve the service offering
Should be flexible and have the willingness to take on extra projects and tasks
Responsible to complete spot checks of all guest facing areas, to ensure maintenance and cleanliness standards are upheld
Performs any reasonable duty as instructed by the Guest Experience Manager
Has the responsibility along with the Security Manager to be the liaison with regards to lost and found items left behind by inhouse guests
Financial Attributes
Implementation of recovery plans by minimizing revenue loss, while ensuring appropriate level of guest service is achieved. This may include, but is not limited to enhancing guest experience, through guest complaint handling for WBK, HIP, HIM and VIP guests
Encourages upselling of all rooms, hotel facilities and outlets
Encourages the upselling of the hotel chauffeur vehicle
Encourages the All-Loyalty program to ensure targets are met
Qualifications
Grade12 or equivalent is a prerequisite
A Hospitality Management diploma/degree will be advantageous
At least 3 years Management experience, preferably gained in a 5-star environment
Computer literate on the MS Office Suite (Word, Excel and PowerPoint) as well as Opera Cloud
Proficiency and a good command of English (Both written and spoken)
Fluency (written and spoken) in a foreign language will be advantageous
Proven abilities in:
Guest relations
Sales
Time and workflow management
Highly experience in guest satisfaction
Effective decision-making and judgement
Conflict resolution skills
Interpersonal communication skills
Service delivery to a required standard in a fast-paced and dynamic environment
Excellence in teamwork
