Front Office Duty Manager at Accor Hotel

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 Organisational Values, Code of Ethics and Organisational 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