Qf-368 - - (Quedan 3 Días) Duty Manager (Luxury Hotel)

As a department head, the Duty Manager strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. He/She is responsible for ensuring a warm welcoming and seamless departure experience for all guests, in addition to communicating guest information throughout the hotel.

Candidate Profile (M / F / D):

• High school diploma or GED; 4 years experience in guest services, front desk, or related professional area.
• Experience as a Front Office Manager or 2 years of experience as Assistant Front Office Manager.
• Able to work in a changing environment.
• Fluent in English, written and spoken (another language is a plus).

Core Work Activities:

• Leading Guest Services Team:
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees, managing all day-to-day operations and understanding employee positions well enough to perform duties in their absence.
• Maintaining Guest Services and Front Desk Goals:
• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Manages day-to-day operations, ensuring quality standards and meeting customer expectations daily.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Keeps Front Office team focused on critical components of operations to drive guest satisfaction and desired financial results.
• Ensuring Exceptional Customer Service:
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
• Displays leadership in guest hospitality, exemplifying excellent customer service, and creating a positive atmosphere for guest relations.
• Strives to improve service performance.
• Empowers employees to provide excellent customer service.
• Ensures that all Front Office areas have an atmosphere conducive to the overall guest experience.
• Additional Responsibilities:
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.
• Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.