Duty Manager
As a Front Office Duty Manager, you will be responsible for the delivery of the highest levels of customer service to all residents, members, guests, and external contractors at the club and will be the first and main point of contact for all enquiries within the Club.
This position will report to the Front Office Manager and Assistant Front Office Manager
Responsibilities
Customer Service
Conducting Duty Management shifts, plan and ensure the Club is ready for the days events/business prepare for the handover and share information with the Front Office and related teams.
Member and Guest management and the day-to-day operation of the Club while contributing to the overall achievement of business goals; ensuring consistent standards of service and communication are maintained .
Being out and about in the Club, supervising the day-to-day operation and ensuring exceptional member/guest service. To deliver excellence to our valued members across our amazing Club.
Playing a hands-on role, leading by example, and taking the opportunity to motivate, train and inspire team members.
Coach, train and develop employees by fostering a can-do attitude to encourage continuous improvement.
Ensure prompt resolution of Member/Guest complaint.
Always Maintaining tight security procedures. Responsible for ensuring all keys are signed in and out with records kept and shortfalls identified and addressed.
Supporting Role to other Departments
Regularly spot check the Clubs guest accommodation and to compile a comprehensive report in areas of preventive maintenance and standards. (All rooms to be checked at least every 3 months).
Assist the managing of the Porters Lodge service including coordinating duties and assisting in busy periods.
The development and training of the Front Office team to be able to deliver their job brilliantly so that we receive great feedback from our members and guests
Ensure the Front Office team are fully engaged to take accountability for all tasks given and see them through to the end.
Health and Safety:
Take personal responsibility for understanding and following the Clubs Health and Safety policies and practices, demonstrate personal engagement with safety and proactively identify risks and hazards (to the relevant manager) to continuously improve safety performance.
To compile and maintain detailed records of near miss, incidents and accidents in the club and report to the Front Office Manager monthly, suggesting areas of improvement from the report provided.
You need:
G ood organisational skills
A n eye for detail
A flexible, hands-on attitude
Excellent communication skills (fluent in English, both verbal and written)
A knowledge of health and safety legislation.
First Aid Qualified You will be required to hold a current First Aid Qualification for this role.
To make quick and effective decisions
To remain calm under pressure
To manage, motivate and train staff when required .
To attend meetings and training when required which may be outside working hours.
Have a working knowledge of the Front Office PMS system, table booking, POS and Club website.
Have a working knowledge of the dining room, bar, and night service and to be able to work in these areas when required .
Conduct ad-hoc duties as reasonably requested from time to time.
Cover the Front Office Manager in his/her absence.
Have an immaculate appearance.
Work 5 days over a 7-day week. Hours will reflect the business needs. Hours will include weekends and nights.
Package available
£ 33 K Salary 40-hour week
20 days holiday + Bank holiday and an additional 8 days taken over Christmas & Easter closure
S taff fund (paid monthly )
Pension scheme once required time has elapsed
Death in Service policy 4 x salary once required time has elapsed
Meal and uniform provided on duty
Long service award scheme
Season ticket loan
Employee Assist Programme
Social events & activities
Training and career development
Fantastic location in central London, good transport links
Opportunity to work within a standards driven environment with traditional values
Recognition schemes
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