Duty Manager

Há 5 dias

São Paulo, São Paulo, Brasil Accor Hotels Tempo inteiro

Job Summary:

The Duty Manager - Front Office Operations is responsible for overseeing the smooth operation of the front office department, ensuring exceptional guest service and maintaining high standards of hotel operations.

Key Responsibilities:

  • Supervise and Delegate: Work closely with the Front Office Manager to supervise and delegate duties to front office team members, preparing work schedules and ensuring tasks are completed efficiently.
  • Room Allocation and Guest Information: Properly allocate rooms and confirm guest information, verifying payment methods and ensuring accurate records.
  • Team Management: Plan weekly schedules, monitor team attendance, and manage leave calendars to maintain a well-organized and motivated team.
  • Service Standards: Supervise all sections, suggesting improvements in operation to develop service standards and ensure a personalized service experience for guests.
  • Training and Development: Plan and organize departmental training sessions on courtesy, efficiency, and job knowledge to enhance team skills and knowledge.
  • Communication and Cooperation: Ensure good communication and cooperation between the front office department and other hotel departments to maintain a seamless guest experience.
  • Night Shift Operations: Perform all duties applicable to the night shift, ensuring reports, system checks, and daily operations are completed according to standards and hotel requirements.
  • Guest Satisfaction: Maintain a high level of guest satisfaction by constantly training and motivating team members to provide exceptional service.
  • Collaboration with Housekeeping: Liaise closely with Housekeeping to ensure optimum room availability and meet incoming guests' requirements.
  • Reservation Correspondence: Read all reservation correspondence prior to guest arrival to understand their needs and update information in the hotel's system accordingly.
  • Daily Briefings: Conduct daily briefings to ensure team members are informed and prepared for the day's tasks.
  • Special Requests: Block special room requests and personally check them prior to guest arrival to ensure accurate execution.
  • Guest Complaints: Handle and resolve guest complaints, anticipating their needs and providing prompt and attentive service.
  • Guest Documents: Ensure guest documents and information are available and up-to-date, maintaining accurate records.

Requirements:

  • Leadership Experience: Previous leadership experience is required for this role.
  • Computer Literacy: Proficiency in Microsoft Windows applications is necessary for this position.
  • Education: A university or college degree in a related discipline is preferred.
  • Professional Presentation: Must possess a professional presentation and strong interpersonal and problem-solving abilities.
  • Responsibility and Reliability: Highly responsible and reliable, with the ability to work well under pressure in a fast-paced environment.
  • Teamwork: Ability to work cohesively as part of a team and focus attention on guest needs, remaining calm and courteous at all times.

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