As Front Office Duty Manager you will be responsible for managing operations for the Front Office department; and the hotel in the absence of the Heads of Departments. Reporting directly to the Front Office Manager you will be working closely with Housekeeping, Maintenance, Food and Beverage departments to deliver brand standard rooms, product and services while ensuring the safety and security of the resort and guests.
You’ll lead by example and provide excellent customer service, attending to guests and visitors in a friendly and professional manner. You’ll be rostered to meet the peak and flow of business demands that will have varied shifts including mornings, evenings, weekends and public holidays.
Your duties will include:
- Oversee operations and maintain a highly visible presence in Front Office and guest contact areas
- Ensure all organisational policies, procedures and guidelines are adhered to.
- Review arrival lists and anticipate guest needs. Liaise with all departments to ensure exceptional guest service.
- Address and resolve major complaints. Communicate problems to management and advise steps taken to resolve.
- Manage any emergency situations, leading the staff, responding and conducting detailed Incident reports.
- Maintain a high level of product and service knowledge.
- Operate communications equipment and use rooms’ computer program as required. Respond to and process incoming correspondence.
- Maintain Duty Manager’s log book and liaising with department heads on various issues and complaints.
- Assist the Front Office Manager
