Duty Manager

What we need from you:

• Guest Experience
  • Ensure the front office team delivers a great service, professional attention and personal
  recognition
  • Ensure guests are greeted upon arrival and make time to engage with guests. Respond
  appropriately to guest complaints, solicit feedback and build relationships to drive continuous
  improvement in guest satisfaction
  • Ensure IHG One Rewards, Ambassador, VIP and return guests are welcomed, recognised and
  receive benefits and treatments in-line with brand standards
  • Conduct routine inspections of the hotel grounds and take immediate actions to correct any
  deficiencies
• People
  • Assist in the management of day-to-day staffing needs, planning and assigning work and
  establish performance and development goals for team members. Provide mentoring, coaching
  and regular feedback to improve team member performance – recognise good performance
  • Educate and train team members in compliance with federal, state and local laws and safety
  regulations
  • Ensure colleagues are properly trained and has the tools and equipment to carry out job duties
  • Assist Management with induction, on-boarding, training, and development of colleagues as a
  part of the Performance Management Cycle
• Financial
  • May be required to assist in preparing annual rooms operating budget and financial plans.
  Monitor budget and control labour costs and expenses with a focus on rate strategy, building
  initiatives and inventory management
  • Assist in the night audit function and preparation of daily financial reports
  • Working with Management, develop plans to increase occupancy and ADR through walk-ins and
  upselling at the front desk
• Responsible Business
  • Check billing instructions and guest credit for compliance with hotel credit policy and ensure all
  transactions are handled in a secure manner
  • Train team members on PBX procedures and serve as a central communications point during
  emergency/crisis situations; develop and maintain relationships with local fire, police, and
  emergency personnel
  • Always follow governmental regulations and company policies and procedures
  • Cooperate and partner with management in the implementation of workplace health, safety and
  wellbeing related initiatives
  • Facilitate the reporting of workplace hazards to the person(s) who can implement corrective
  action
  • Report injury or illness arising from workplace activities

What we need from you
• Bachelor’s degree / higher education qualification / equivalent in Hotel
Management/Business Administration
• 3+ years of Front Office/Guest Service experience including management experience
• Communication skills – guest will need to come to you with concerns as well as
compliments, so you’ll be easy to talk to
• Your problem solving skills will turn issues into opportunities so every guests leaves with
great memories
• Compliant – hold current Responsible Service of Alcohol, SA Responsible Persons Badge,
First Aid & CPR. You will be responsible to renew in line with industry standards
• Flexibility– night, weekend and holiday shifts are all part of the job