Duty Manager

Job Brief:
**Position: Duty Manager**
**Location: 60-62 Harbour St, Wollongong NSW 2500, Australia**
**Job type: Full-time, onsite**
**Salary range: 73,150 - 75,000 AUD/Year**

**Sage Hotel Operated by Pro-invest Wollongong 60HS Pty Ltd & Wollongong 60HS**

**Hotel Overview**

**Sage Wollongong**has168 rooms, Cold water Creek Restaurant and Bar, The Five Islands Room & Terrace Restaurant and 13 function rooms and event spaces all equipped with the latest technology, retractable sound-proof doors and two separate pre-function areas. The Grand Pacific Ballroom is ideal for large conferences hosting up to 400 delegates (theatre-style), Sage Hotel Wollongong's stunning southern coastal backdrop, with an adjoining outdoor deck and garden lend themselves well as an ideal wedding spot.

As a Duty Manager, you are responsible for delivering an exceptional guest Experience, whilst displaying professional leadership skills to your colleagues and co-workers. We recognise that the whole team are hospitality professionals that want to deliver the best experience to the guests, so why limit you to just one area. We want you to bring out your passion and deliver on the Core values of Passion, Accountability, Integrity and Respect to each other and the guests. The Duty Manager is required to assist the Front Office Manager to efficiently manage the day to day Front Office operations of the hotel.

**Responsibilities**:

- Embrace and adhere to Vista Hospitality Group (VHG) Brand and Service Standards;
- Manage, train and communicate with hotel team in delivering excellent customer service and adhering to hotel polices & procedures.
- Personally own, act and solve problems and complaints.
- Actively interact with customers to anticipate needs, handle guest enquires, and solve problems.
- Be aware and adhere to all of VHG’s Health, Safety and Environment (HS&E) policies and procedures, and all policies of the hotel.
- Perform any reasonable task as requested by management.
- Ensures punctuality and grooming standards of all the front office team members.
- Liaises closely with the Front Office Manager to ensure that revenue from room sales is maximised and rebates are mínimal.
- Actively work with Front Office Manager and ensure seamless relationship with the Housekeeping team.
- Assist with the daily management of Front Office expenses and payroll productivity, monthly results report analysis and critique against budget.
- Actively develop and work alongside Front Office team ensuring exemplary customer service.
- Process all payment methods in accordance with Accounting procedures and policies. Follow property control audit standards and cash handling procedures (e.g., blind drops).
- Actively greets regular guests and VIPs, and take attention of their personal needs.
- Conduct daily shift briefings and communicate special requirements with your entire team.
- Forward planning and forecasting for future arrivals.
- Ensure the hotel is fully prepared for guest arrival and departures each day.
- Assist Guest Service Assistants with check-in and check-out of guests when it is busy.
- Full utilisation of the Front Office system ensuring accuracy in use and a range of accurate reports to meet operational needs are produced.
- Check all accounts with balances, ensuring rates are correct and vouchers are attached, before forwarding to finance.
- Ensure correct charges are processed for all miscellaneous expense such as room upgrades, guest extensions, laundry, telephone and mini bar - complete random checks daily.
- Ensure company procedures are followed and relevant documentation is completed in relation to no-shows, early departures and requests for refunds.
- Focus on the cross promotion of all outlets to increase business and upselling.
- Be pro-active in controlling costs being fully aware of forecasted business and targeted profitability whilst maintaining standards.
- Regular inspections and scheduled preventive maintenance programs to keep Guest Room and Public Spaces looking and functioning at their best.
- Supervises team members working within outlet, ensuring that operational standards and procedures are followed and Hotel policies are adhered to.

Guest Experiences**
- Acts as a Manager on Duty for guest enquiries and complaints. Follows through with relevant departments to ensure action is taken.
- Handles guest complaints with patience and in the most professional manner, ensuring the matter is resolved.
- Ensures guest service agents are prepared for arrivals with accurate room allocations and guest preferences, working with Housekeeping department to ensure readiness of rooms and requests are provided.
- Gives personal attention to VIP, Platinum and return guests of the hotel, ensuring recognition.
- Responsible for the maintenance of guest profile information.
- Responsible for the ongoing performance of Guest Satisfaction Survey scores related to Front Office and hotel service.
- Focus on quality improvement an