THE NOMAD WAY
Hospitality is at the core of what we do and who we are. It’s more than
just a job; it’s a path to a career in our industry. Many of us at NoMad have
grown from within these walls and we pride ourselves on providing these
opportunities. We thrive to achieve our vision to be a thriving hotel combining
the best of New York hospitality with London charm. Our values connect us; our
behaviours guide us; and our non-negotiables drive us.
Welcome to NoMad London
OVERVIEW OF ROLE
To provide quality
services to our guests and create memorable experiences for them; handle guest
incidents and follow through until full resolution; supervise Front Desk and Bell Team in service delivery; support Receptionists in upselling room
categories; work closely with other departments; responsible for overall
management of the daily operation.
EXPECTATIONS:
The Duty Manager is expected to:
* Be a positive ambassador of The NoMad throughout your
professional career with us.
* Always adhere to company policies and procedures,
including but not exclusive of; H&S policies, HR policies; employee
handbook.
* To role model The NoMad values and bringing them to
life through every interaction.
MAIN DUTIES & RESPONSIBILITIES
The below duties are a summary of the
responsibilities for this role, the list is not exhaustive:
* Ensure that
the reception team projects a warm, professional and welcome image.
* Supervise
the Reception team in checking in and checking out guests.
* Oversee
and manage the daily operation ensuring compliance with established procedures
* Handling
of guest requests to ensure high levels of service are provided, finding the
yes where possible in order to assist guests with their requests.
* Handling
of guest issues, addressing with guest and appropriate teams in order to
resolve and prevent issues from reoccurring.
* Maintain
effective communication addressing guest/staff issues, or any relevant issues
to management, providing updates on important matters
* Respond
to guests within a timely manner addressing time sensitive requests with
urgency and efficiency.
* Ensure corrective training is
implemented based on the feedback received.
* Manage in compliance with
established company standard operating procedures.
* Increase occupancy, ADR and RevPAR
index by making accurate reservations using the implemented dynamic pricing strategies.
* Drive upsells within implemented
upselling programme, ensuring upselling rules are adhered to and monitored
accurately.
* Collaborate effectively with all
teams in the hotel.
* Provide Night
Management and Reception cover when needed.
* Work closely with the Finance department on follow-up
items, i.e., returned checks, rejected credit cards, employee discrepancies,
cashier handling etc.
* Monitor spending on company cards ensuring all
administrative recording has been completed accurately.
* Responsible
for coaching, training, and retaining talent by engaging and showing a genuine
passion to develop others.
* Shift
coordination, create rotas and monitor team attendance, checking clock in/out
systems ensuring accurate hours are recorded ready for payroll and any
lateness/absence is recorded
* Responsible
for emergency and health/safety related situations.
WHAT WE OFFER
* £750
Refer a Friend Scheme
* 50%
Employee discount in F&B outlets
* Pension
Scheme
* Complimentary
family meal and quality coffee/hot drinks whilst on duty
* Growing
team with great training and progression opportunity
* Paid
break and annual leave
* Good
work/life balance
* Your
birthday off (paid) after one year of service
* Hotel
discount
* Wagestream
* Private
Health Care
* Experience
Stay - Breakfast included
* 5
days of paid sick leave for every rolling 12 months
* Additional
holiday for each completed year of service
Please note whilst we wish we could respond to all applicants, only
those shortlisted will be contacted.