Duty Manager / Guest Service Manager

SCOPE & GENERAL PURPOSE OF JOB :

To be accountable for all areas of the hotel whilst on duty, working with the team to ensure that the standards and service offered to guests is of the highest level. To ensure that Guests are offered the highest quality standards and value for money.

ACCOUNTABILITIES :

1.    Working with the Departmental Managers to ensure that standards of performance within all departments are adhered to, ensuring all services offered are of the highest quality and all employees are trained in the delivery of same

2.    To supervise all staff on the floor, deputising when HOD's are off duty and taking responsibility for service in all departments.

3.    Completion of projects and assignments as delegated by the Deputy General Manager.

4.    To focus on Guest Care provided by all employees across all departments.

5.    To ensure guest satisfaction both pro-actively and reactively.

6.    To increase standing on all social media platforms i.e. Tripadvsior / Google by encouraging satisfied guests to post positive feedback on platforms.

7.    To ensure highest standards of service to meet our client's expectation.

8.    To address and action all feedback given by our patrons, to improve our products and services.

9.    To develop strategies and services to enhance productivity and increase revenue and profitability.

10. To take responsibility for the development of your role; attending courses and seminars as and when necessary and liaising with HR regarding same.

11. To ensure that the Health and Safety procedures are adhered to and implemented at all times.

12. To implement and maintain company policies and procedures. To operate within the guidelines of the law.

13. To record and deal with any incidents / accidents that may occur under your jurisdiction - to include any issues brought to your attention by staff, customers or the general public.

14. To ensure that all hygiene regulations are adhered to at all times and all areas front of house are maintained at a consistently high level of cleanliness.

15. To attend Hotel Meetings as required, ensuring effective communication at all levels.

16. To create an environment which promotes employee morale and encourages the Team to have pride and commitment in their area of work.

17. To comply with statutory and legal requirements for Health & Safety, Fire, Hygiene, Licensing and Employment, ensuring that members of the Team are trained and aware of these requirements.

This is not a full and final list of duties and responsibilities and you may be required to carry out other tasks as directed by senior executives.