Job Description
The duty manager welcomes all guests and takes care of them from arrival through departure. They contribute to guest satisfaction by providing high quality services with a warm and friendly and Heartist approach
They ensure a smooth and secure environment to all the guests during their stay and supervise and support the Team.
Front Office Operation
* Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and brand standards are met
* Review, analyze and suggest improvement of work flow and standards at the Front Desk
* Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates
* Communicate with Front Office Manager on all matters regarding guest services & Aparthotel operations
* Supervise shift handover procedures
* Coordinate and communicate with other Aparthotel departments as required regarding general administration and operations issues
* Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently
* Inspect front of house and back of house regularly for cleanliness and orderliness
* Ensure that front line staff complies with marketing techniques and maximizes sales
* Check billing instructions, monitor guest credit and act upon any discrepancies
* Conduct Night Audit Process for Aparthotel
Team Management
* Provide department orientation and training of the Aparthotel service standards, procedures and programs
* Constantly monitor team members’ appearance, attitude and degree of professionalism
* Motivate and provides a work environment which brings out the best in team members
Other Responsibilities
* Maintain complete knowledge of all Aparthotel services
* Be fully conversant with Aparthotel fire & life safety/emergency procedures
* Attend all briefings, meetings and trainings as assigned by management
* Report for duty on time wearing clean and complete uniform at all times
* Maintain a high standard of personal appearance and hygiene at all times
* Perform other reasonable duties assigned by the Management of the Aparthotel
Qualifications
Knowledge and Experience
* Diploma in Tourism / Hospitality Management
* Minimum 2 years of relevant experience in a similar capacity
* Excellent reading, writing and oral proficiency in English language
* Ability to speak other languages and basic understanding of local languages will be an advantage
Additional Information
Competencies
* Strong leadership, interpersonal and training skills
* Good communication and customer contact skills
* Results and service oriented with an eye for details
* Ability to multi-task, work well in stressful & high-pressure situations
* A team player & builder
* A motivator & self-starter
* Well-presented and professionally groomed at all times