Duties and responsibilities Operational Requirements: Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter IHG Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Process all payment types, vouchers, paid outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Notify Loss Prevention/Security of any guest reports of theft. Welcome and acknowledge guests; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. To check that all departments are staffed according to business and operate to the required standard of their area and hotel. To ensure that the Hotel is well presented at all times, with the particular reference to the cleanliness, internal and external maintenance, where maintenance requests are filled in and followed up according to the severity of the problem. Any guests wishing to see the Duty Manager are dealt with immediately, appropriate action taken where necessary and followed up. To ensure the hotel complaint procedure is adhered to. To assist the effective operations of departments in the absence of their line Manager, advising on matters of procedure and policy, taking full control if the proper operation of the department is in jeopardy. In case of the code of conduct being broken, a full report should be submitted to the Line Manager and Human Resources Manager. No formal disciplinary action can be taken by the Duty manager, but in case of severe misconduct, paid suspension can be authorized in accordance with disciplinary procedures. To safeguard revenue by controlling allowances and discounts. To ensure room discrepancies are resolved To be an effective communicator within the hotel. To assist in the smooth operation of the unit. The Duty Manager is required to attend all morning and afternoon meetings where possible. To carry out a full and effective hand over with the incoming Duty manager/Night Manager To be responsible for the Duty Manager keys, DM float, mobile phone and radio whilst on duty To be aware of all current legislation affecting the hotel and no breach of the law occurs. Check and receive outlets banking and report any discrepancies to the appropriate Head of Department. To cover Night Manager’s shifts accordingly to the business needs. To review daily arrivals to ensure proper handling of V.I.P.'s and Return Guests, groups, etc. and to escort V.I.P.'s and Return Guests to their rooms. Keeping in touch with them throughout their stay. To control room rate availability on full-house nights to maximize occupancy and revenue and protect guaranteed reservations. The ability to handle relocation of guests according to established procedures. The ability to maintain close contact with other hotels with regard to their status on full-house nights. To demonstrate a positive attitude displaying high levels of energy towards the completion of tasks To act as a point of contact for all guests, using the lobby area as a base and offering guests assistance. To assist guests with future reservations To encourage comments and feedback from guests enabling us to maintain and improve standards To ensure that all written complaints are replied to in a timely manner and to the standard decided. To ensure that Duty Manager Log/ Guest Ware is updated accurately and in accordance with company standards. To assist other departments as required in resolving problems. The ability to handle guest problems and complaints, keeping Senior Management well informed as to problem and action taken. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. Managing the team: Assist management in training, evaluating, counselling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. To check that all staff are correctly uniformed and that their personal presentation is to the hotel’s standards, and name badges are worn. To provide and communicate clear direction to the team. To inspire and motivate team members to provide excellent customer service and therefore achieve sales and profits. Understanding and communicating the aims of the hotel and the department’s role in achieving it Representing the needs of the team to others in the hotel Getting members of the team to work co-operatively with others Keeping the team up to date about departmental, hotel and company activities through regular communication To lead by example and ensure that all team members adhere to all health and safety guidelines. To manage poor performance or non-adherence to company / statutory health and safety standards through the appropriate company procedures. General Responsibilities: To attend all trainings as and when directed in accordance with company policy and legal requirements. To adhere to all statutory requirements regarding, fire & health and safety. To participate in cross/multi skilled training within your department or other departments as deemed appropriate by your manager. To be responsible for identifying own training needs and communicating them to your manager. To uphold and maintain all standards in line with your department’s standard operating procedures. From time to time you may be required to carry out duties outside the normal sphere of work as may be reasonably requested by Management. Managing Health and Safety: To ensure the health, safety and wellbeing of customers and all hotel staff Understanding relevant H&S legislation and the implications on the operation of the department Communicating to the team their responsibilities within H&S Ensuring that safe and healthy working practices are implemented at all times To ensure that all fire drills, evacuations or security alerts are professionally managed in accordance with the health and safety procedures. To assist and be responsible for the safety of all persons in the building, their property, belongings and Company assets. Undertake the role of controller in the event of the bells activating and major alerts. Ensure that all Health & Safety procedures are adhered to at all times. To patrol the property in order to identify any potential health, safety or security issues. To act in the absence of senior management in all matters concerning the safety, security and well-being of hotel guests, patrons, and employees. To be a First Aid certificate holder and assist with First Aid duties as and when required Revenue Creation and Management: To promote the hotel and its facilities to in house and prospective guests including show rounds To identify sales opportunities with guests and to liaise with the Sales and Marketing department To safeguard revenue by controlling allowances and discounts in accordance with company procedures To ensure that all guests with the exception of pre-paid have a method of payment when checking in To ensure that all preauthorization’s are completed for all guests as required