Duty Manager

All vacancies of Australia • Hospitality & Tourism • Duty Manager

Responsible for the guest relations duties throughout the hotel. This rare position would best suit an up and coming leader in the hotel industry

Summary about this job

Management

Company: Hilton Hotel Sydney

Location: Sydney

Work type: Full Time

Salary: n\a

Phone: +61-3-7354-3015

Fax: +61-8-7158-6339

E-mail: n\a

Site: n\a

Detail information about job Duty Manager. Terms and conditions vacancy

The Duty Manager is responsible for the Guest relations duties throughout the lobby, front desk area, and the rest of the hotel. This involves direct supervision and leadership of front line staff, assisting where required, dealing with guest complaints, guest relations, and responding to emergency situations, as well as performing other tasks associated with the operation.

JOB OUTCOMES

Commercial Reception

To maximise all revenue opportunities
Ensure the night team work with a sales focused attitude and are aware of sales opportunities within the hotel which will assist with the maximisation of revenue
Ensure night team personnel are aware of all room revenue targets and are kept informed of performance results
Ensure all non-guaranteed reservations are released at the appointed time
Actively promote selling and upselling initiatives at reception
Ensure all bookouts are handled in a diplomatic and professional way
Customer Service
Supervise day-to-day operations ensuring standards are adhered to and maintained
Ensure a consistently high standard of presentation is maintained for both the department and personnel
Actively solicit customer feedback
Monitor results from SALT and Guest Assistance, implement procedures to enhance results
Ensure a high level of product knowledge of the hotel and local area
Ensure the team focus on hospitality and customer service
Carry out interviews for all prospective night personnel to ensure they are customer focused

Maintenance of Systems and Procedures

To ensure all systems are kept up to date with accurate information and Hilton International standards are complied with fully
Maintain accuracy of guest profiles
Adhere to company credit policies to ensure all expected revenues are secured
Review, maintain and implement systems and procedures as directe
Review daily reports to ensure system is being maintained as per company policies and procedures
Spot check registration cards to ensure accuracy of data transfer
Ensure all close of day procedures and reports are completed as per Hilton International standards
Ensure all systems are integrated and ready for the night run.
Be fully conversant with all procedures involved in taking the hotel main computers down for the night run and back up when the night run is complete

Cost Control

To monitor against plan key performance targets to ensure goals are achieved
Adhere to departmental operating expenses as laid out in the plan/forecast
Prepare rosters and manage departmental payroll in line with budgets
Schedule annual leave during low demand periods to maximise payroll savings
Monitor and control VIP amenities

Loyalty Programs

To deliver loyalty program benefits and promote enrolment of Hilton Honors
Communicate hotel enrolment targets, implement procedures and motivate team to achieve
Ensure all night employees are fully aware of the benefits of Hilton Honors and able to promote these to the guest
Ensure all Hilton Honors members receive the benefits they are entitled to

Team Management

Develop team and individual skills and performance to the highest possible level
Ensure team members regularly attend communication meetings held within the department
Implement a full training plan within the department to develop all personnel to their full potential
Ensure training records are kept updated and planned training completed
Ensure annual appraisals are conducted with all team members
Communicate to the Front Office Manager key developments of the department

General

Work with in all pre-set budgetary limits
Comply with all company policies
Comply with all systems and procedures as laid down by the Director of Operations, Front Office Manager and Hilton International
Ensure compliance with all Workplace Health and Safety procedures within the hotel
To be fully conversant with the Hotel Emergency and Evacuation procedures, ensuring all reception personnel are competently trained in such procedures and to conduct regular emergency procedure checks
To be fully conversant with manual Front Office procedures to be used in the event of the Hotel’s systems being off-line

The person

Passionate, innovative, exciting initiatives delivered with consistency and excellent attention to detail
To be an outstanding coach, mentor and leader, committed to personal development.
Positive attitude and willingness to be involved and interact with the overall Hilton team both at an individual and team level
A minimum of 2 years reception experience in a supervisory position preferably in a large business hotel
Fluent in the English language in order to communicate professionally with guests and team members, both in person and over the telephone
Committed to personal development
Competent in use of computers & IT systems
Knowledge of Property Management Systems (PMS) & OnQ knowledge beneficial
Positive involvement and interaction with the overall Hilton team both at an individual and team level
Ability to take responsibility for all hotel areas and outlets in absence of senior management.
Demonstrated ability to resolve problems and conflict

More similar vacancies

Responds for Duty Manager on FaceBook

Read all comments for Duty Manager. Leave a respond Duty Manager in social networks. Duty Manager on Facebook, LinkedIn and Google+