Duty Manager

Accor Hotels; Leeds; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading company in the hospitality sector seeks a front office staff member to oversee daily operations at a luxury hotel in Leeds. The role involves managing guest check-ins, handling complaints, and ensuring high standards of service. Candidates should have relevant experience, excellent customer skills, and familiarity with the Opera System.

Qualifications

• Minimum 1 year of relevant experience in luxury hotels and resorts.
• Fluent in spoken and written English.
• Strong leadership and motivational skills.

Responsibilities

• Perform check-in and check-out at the reception.
• Handle guest complaints and resolve issues promptly.
• Train and induct new reception staff, using Opera V9 as the PMS.

Skills

Leadership

Customer Service

Problem Solving

Education

Diploma or Bachelor's degree in Hospitality Management

Tools

Opera System

Job description

Company Description

Nestled on the white sandy beach of Cam Ranh, featuring a premier beachfront view and family-friendly activities.

For further details about Mövenpick Resort Cam Ranh, please view our link: https://www.linkedin.com/company/movenpickresortcamranh

Job Description

Planning & Organizing:

1. Review and update Logbook
2. Check equipment
3. Be smart, well-groomed, and maintain a friendly and cheerful disposition at all times
4. Oversee the day-to-day operations
5. Report regularly on happenings to Supervisors / Night Manager (if on shift)
6. Monitor employees' performance and coaching
7. Fire Procedure
8. First Aid Procedures
9. Handle guest complaints and report to manager
10. Implement and coordinate the Front Office OSM
11. Perform according to OSM Standards and in line with the Company’s Values and Core Behaviors
12. Be fully aware of the Talk of the Walk for the day
13. Maintain proper grooming at all times
14. Attend training classes as scheduled
15. Show full cooperation and respect within the team and other departments
16. Be aware of the daily activities and have product knowledge of hotel facilities
17. Ensure panic report is printed during the shift at least twice

Operations:

1. Prepare for daily arrivals, including room allocation, amenities, and special requests
2. Announce VIP rooms to Housekeeping and F&B departments
3. Ensure VIP rooms are ready, checked, and in order prior to arrival
4. Attend management morning briefing if needed/requested
5. Handle your shift responsibly and assist the reception team as needed
6. Register and process check-in for all arrivals
7. Conduct daily briefings and ensure IQ standards are followed
8. Perform check-in and check-out at the reception
9. Lead and participate in Circle M enrollment and help achieve hotel targets
10. Ensure Cherish program is mentioned in briefings and collect daily comments to meet monthly targets
11. Check online comments (TripAdvisor, Booking.com, etc.), investigate issues, and report to the manager
12. Address guest comments and reply accordingly
13. Assist in achieving TrustYou targets
14. Attend to guest requests promptly
15. Handle guest complaints immediately to ensure satisfaction
16. Assist Hotel Manager on Duty when required
17. Manage cashiering duties, foreign exchange transactions, night audits, and guest departures settlements
18. Handle walk-in reservations and process call-in reservations when reservation section is closed
19. Provide friendly and courteous service and respond promptly to requests
20. Resolve guest complaints/requests and coordinate with relevant departments
21. Manage issuance of guest room key cards and control guest security
22. Check Paymaster daily and provide feedback to RDM with actions taken
23. Encourage upselling of rooms and breakfast daily, share results and feedback
24. Monitor hotel occupancy, functions, groups, and MIPs
25. File daily reception reports systematically
26. Train and induct new reception staff, using Opera V9 as the PMS
27. Maintain daily courtesy call sheets and share feedback with the manager
28. Attend credit and revenue meetings as requested
29. Communicate shift information for smooth operations
30. Coordinate with Front Office, Housekeeping, F&B, and General Manager regarding MIPs and VIPs
31. Handle guest complaints related to Front Office, taking corrective actions to prevent recurrence and promote repeat business
32. Perform other duties as assigned
33. Follow Mövenpick Hotels & Resorts’ Core Behaviours: Trust, Relationship, Entrepreneurship, and Drive
34. Assist in Task Force Teams for new openings
35. Perform any other reasonable tasks as requested
36. Attend and chair daily briefings

Qualifications

Core Behaviours

Our actions: what we say, do, and how we interact. These are based on our values:

Trust: Operate with fairness and integrity, fostering transparency and sincerity through honest communication and honoring commitments.

Relationships: Build and maintain strong connections with colleagues and guests, valuing diversity and overcoming obstacles to increase cooperation.

Drive: Be action-oriented, set clear goals, and overcome barriers to produce results.

Entrepreneurship: Understand the business context, identify opportunities, and support continuous improvement and change.

Additional Information

• Diploma or bachelor's degree in hospitality management or related field preferred
• Minimum 1 year of relevant experience in luxury hotels and resorts
• Good knowledge of Opera System
• Fluent in spoken and written English
• Strong leadership and motivational skills