Front of House Duty Manager - Southampton
At Harbour Hotels we are committed to providing exceptional hospitality and an enjoyable working environment. With a growing portfolio of stunning properties, we have many opportunities for internal promotion and a chance to grow and flourish within our ever-growing brand. With a strong focus on training and development, being part of our team allows us to help you to enhance your individual skills and knowledge and to be part of a team of leading professionals within an exciting hospitality brand.
Job title: Front Office Duty Manager
Reports to: Front Office Manager / Assistant Front Office Manager
Direct Reports: Reception & Concierge Team
Pay Band: 27-31k
Main purpose and scope of the role:
To supervise the Front Office department, including reception and concierge, to ensure the team meets and exceeds operational goals, service demands and standards to ensure seamless deliver of exceptional guest experiences alongside the achievement of key financial targets. Undertaking Duty Manager shift responsibilities as required.
Key Responsibilities:
Guest Experience
Ensure efficient, personable, 5-star service is offered when dealing with all guest requirements in person, on the phone and via email
Demonstrate a working knowledge of all services and facilities of the hotel, spa and the local area
Ensure the team are performing guest check-ins and check-outs to the Company standard
Ensure excellent team awareness of business in the hotel through use of the arrival list, conference guest list, and function sheets
Familiarisation and effective communication of "special attention" / VIP guests to all departments prior to arrival
Ensure all post stay feedback (reviews & surveys) are responded to promptly
Shift Management & Administration
Undertake Duty Manager shift responsibilities as required
Ensure reception and concierge is kept presentable and appropriately manned whilst supervising the shift
Ensure all registration requirements are obtained on arrival and that all details are updated prior to night audit
Take ownership for guest feedback and complaint resolution by investigating thoroughly, promptly communicating to appropriate HOD's and senior management whilst on shift
Ensure the cleanliness of the Hotel, including undertaking these duties and tasks, specifically Reception lobby, entrance and car park
Commerciality & Cost Control
Ensure the team take a proactive approach to maximising revenue opportunities across the hotel in line with the Company standards.
Demonstrate an understanding of the need to control operating costs and energy conservation to the hotel
Monitor and escalate maintenance of IT equipment and systems whilst on duty
Report all maintenance issues immediately following the correct procedure
Compliance & Legislation
Support the Front Office Manager to monitor and control the day-to-day work of the reception team to always ensure compliance with health and safety
Adhering to GDPR when handling of guest information
Support compliance with respect of financial procedures, including billing, banking and cash handling.
To have a complete understanding of hotel and Company procedure in the event of a fire.
Ensure operating practices are in place with respect to security for both self and department
People & Leadership
To lead by example and ensure operational and brand guidelines are being met across Reception & Concierge
Brief and support Front of House Departments at the beginning of each shift and communicate special arrivals and hotel events
Support and deliver role specific induction and training and provide ongoing coaching for all
Ensure appearance and uniform standards are upheld
Internal Communication
Work collaboratively with other Duty Managers, HOD's and Operations Manager to ensure the smooth running of the hotel
Escalating and managing key guest feedback to the Front Office Manager and wider HOD's to drive continuous improvement across the hotel
Collaborate with all departments in the hotel to ensure the correct reports and information are provided on request
Liaise with key stakeholders within Central functions as required in the absence of the Front Office Manager
Conclusion
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this position. This job description is not intended to be an exhaustive list of duties and responsibilities associated with the position, as flexibility in meeting Company and guest needs is required by all employees.