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.