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Duty Manager

2 meses atrás

São Paulo, São Paulo, Brasil Accor Hotels Tempo inteiro

Job Summary:

The Duty Manager - Front Desk Operations is responsible for the supervision of the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.

Key Responsibilities:

  • Front Office Operation:
    • Conduct daily briefings and ensure that all pertinent information is well received by team members.
    • Manage and supervise all tasks of his/her staff to ensure that the highest quality service is delivered and department standards are met.
    • Review, analyze, and suggest improvement of workflow and standards at the Front Desk.
    • Analyze rate variance report to ensure rooms revenue control, approve discounts, and rebates.
    • Communicate with Front Office Manager on all matters regarding guest services & hotel operations.
    • Ensure documentation of all guest-related issues using the logbook.
    • Sign media and supervise shift handover procedures.
    • Coordinate and communicate with other hotel departments as required regarding general administration and operations issues.
    • Provide management presence at all times by assisting with the handling of guests' needs and complaints tactfully and efficiently.
    • Assist Guest Relations in greeting, rooming, and sending off guests.
    • Inspect front of house and back of house regularly for cleanliness and orderliness.
    • Ensure that front line staff complies with marketing techniques and maximizes sales.
    • Check billing instructions, monitor guest credit, and act upon any discrepancies.
    • Coordinate full house situations and make all necessary arrangements to handle overbooking and pledge relocates.
    • Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently.
    • Ensure the Safety, Security, and Loss Control policies and procedures are complied with at the lobby and driveway. Handle and manage hotel emergencies.
    • Conduct Night Audit Process for hotel.
  • Team Management:
    • Provide department orientation and training of the hotel service standards, procedures, and programs.
    • Constantly monitor team members' appearance, attitude, and degree of professionalism.
    • Motivates and provides a work environment which brings out the best in team members.

Requirements:

  • Diploma in Tourism / Hospitality Management.
  • Minimum 3 years of relevant experience in a similar capacity.
  • Excellent reading, writing, and oral proficiency in the English language.
  • Ability to speak other languages and basic understanding of local languages will be an advantage.
  • Good working knowledge of MS Excel, Word, & PowerPoint.

Competencies:

  • Strong leadership, interpersonal, and training skills.
  • Good communication and customer contact skills.
  • Results and service-oriented with an eye for details.
  • Ability to multi-task, work well in stressful & high-pressure situations.
  • A team player & builder.
  • A motivator & self-starter.
  • Well-presented and professionally groomed at all times.