Duty Manager

The Metropole Hotel; Cork; On-site; EUR 34,000 - 52,000; Full time

Benefits offered by this job

Competitive Pay

Relocation Assistance

Company Pension

Death in Service

Referral Bonus

Family Discounts

Hotel Discounts

Training Days

Mental Health First Aiders

Wellbeing Events

Awards & Recognition

Meals on Duty

Leap Card Benefit

Job summary

The Metropole Hotel is seeking a Full Time Duty Manager to join our Cork team. You will report to the Deputy General Manager/General Manager and drive smooth hotel operations, guest satisfaction and brand standards across all departments.

Responsibilities include maintaining safety standards, staffing liaison with HODs, and hands-on management of the service delivery during shifts. You will lead rounds, handle guest issues, and support training and procedural compliance.

Qualifications

• Proven leadership experience in hotel/guest service operations.
• Knowledge of health, safety and security standards.
• Ability to manage and motivate staff and coordinate with department heads.

Responsibilities

• Maintain the highest health, safety and security standards across all areas during shift.
• Liaise daily with HODs to ensure adequate staffing levels.
• Ensure operations across F&B, Accommodation and Front Office meet standards and address discrepancies.
• Be operationally responsible for service delivery and standards building-wide when on duty.
• Conduct show rounds and understand C&B spaces; verify and store goods and purchases.
• Lead in the event of fire alarms; manage guest feedback and service recovery.
• Oversee sign-in of contractors and manage handover for VIPs and special requests.
• Complete all projects within required timeframes as directed by senior management.

Skills

Leadership

Customer service

H&S awareness

Communication

Job description

The Metropole Hotel is looking for a Full Time Duty Manager to join the team on a full time basis.

Job title: Duty Manager

Reports to: Deputy General Manager/ General Manager

Your role is defined in terms of these values, as shown below:

COMMITMENT to the PASSIONATE PURSUIT OF PERFECTION:

Every team member is expected to strive for the 'Passionate Pursuit of Perfection' to ensure that the hotel guest's comfort and satisfaction is catered for in a friendly, helpful, efficient and personalised manner.

SCOPE OF WORK:

• To assist in the smooth and efficient running of the hotel ensuring standards and guest satisfaction are maintained always thus ensuring revenue is maximized.
• Position oversees the development and implementation of departmental strategies and ensures implementation of the brand service strategy and brand initiatives.

MAIN DUTIES AND RESPONSIBILITIES:

• Maintaining the highest health, safety and security standards across all areas while on shift
• To liaise with all HOD's daily to ensure sufficient staffing levels.
• To ensure that the operation in all areas is running to the agreed standard and follow up any discrepancies with the relevant HOD's.
• To assist in the daily operation of all departments as required i.e. F&B outlets, Accommodation and Front Office
• To be operationally responsible for the service delivery and standards throughout the entire building when on duty.
• To patrol the building ensuring that all fire exits are free from obstruction and in proper working order.
• To be present around the building always during the day. In particular, the Duty Manager must maintain a lobby presence between the peak check in/out times, during lunchtime in around the lobby and restaurant and around the banqueting area during the peak tea/coffee times.
• To conduct show rounds as required and have a working knowledge of C&B spaces.
• To ensure that all goods and purchases are verified, documented and stored in an efficient manner.
• To ensure that the highest level of cleanliness is upheld in all areas of responsibility.
• Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction, effectively responds to guest problems and complaints.
• To actively participate in the creation of management strategies and review and update it as required.
• To be operationally responsible for the service delivery and standards throughout the entire building when on duty.
• Ensure that all signage throughout the building is up to date, in the correct standard and professionally displayed.
• Patrol the building at regular intervals paying particular attention to cleanliness, both inside and outside the building.
• To patrol the building ensuring that all fire exits are free from obstruction and in proper working order.
• To take control and lead the team in the event of a fire alarm or pre-alarm scenario.
• Ensure that the back of house areas are in clean and proper condition.
• Ensure that the hotel is capable of achieving 100% room's occupancy and that no rooms are blocked off.
• Chair the daily team briefing ensuring that all the days business is covered and any feedback is followed up.
• Ensure that a comprehensive handover system is put in place to inform the Manager on Duty of all the VIP's, Complaints, Special Requests, Function Business and AOB.
• To ensure that all contractors are signed in
• To look after requisitions outside of store hours ensuring that all documentation is completed.
• To handle all complaints in a calm, organized and discreet manner ensuring complete service recovery every time.
• To get involved in and carry out training in the hotel.
• To complete all projects within the required timeframe as directed by senior management.
• To ensure that all relevant Duty Manager Documentation is in place.
• To ensure that all necessary Duty Management documentation is compiled, recorded and stored. The Duty Manager will police this system to ensure that all HOD's covering DM shifts are trained and comply with the agreed operating procedures.

Company Benefits

• Competitive rate of pay
• Relocation Assistance
• Access to our Company Pension Scheme
• Death in Service Benefit
• Employee referral bonus
• Friends & Family discounts across our restaurants
• Special rates in our hotel accommodation
• Paid internal and external training days
• Access to Trained Mental Health First Aiders
• Team Member Social & Wellbeing Events
• Team Member Annual Awards, Service Recognition, Monthly Team Member of The Month
• Meals on Duty
• Assistance with Leap Cards