Hotel Duty Manager

Accor Hotels; Cape Town; On-site; ZAR 30 000 - 60 000; Full time

Job summary

Join a forward-thinking hospitality leader as a Hotel Duty Manager, where you will oversee the Front Desk operations and ensure exceptional service for guests. In this dynamic role, you will manage staff, enhance workflow, and address guest needs, creating a positive environment for both guests and team members. With a focus on growth and learning, this position offers the chance to be part of a vibrant team dedicated to delivering outstanding hospitality experiences. If you are passionate about service excellence and team leadership, this opportunity is perfect for you.

Qualifications

• Degree or Diploma in Hospitality Management is essential.
• Management experience in the hospitality industry is required.

Responsibilities

• Supervise daily operations of the Front Desk for optimal guest service.
• Conduct daily briefings and manage staff tasks for high-quality service.
• Handle guest complaints and ensure safety and security policies are followed.

Skills

Customer Service

Team Management

Conflict Resolution

Operational Efficiency

Education

Degree in Hospitality Management

Diploma in Hospitality Management

Job description

Company Description

Why work for Accor? We are far more than a worldwide leader.

We welcome you as you are, and you can find a job and brand that matches your personality.

We support your growth and learning every day, ensuring that work brings purpose to your life. During your journey with us, you can continue to explore Accor's limitless possibilities. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality.

Discover the life that awaits you at Accor: visit what you love, care for the world, dare to challenge the status quo!

Job Description

Scope of Position: The Hotel Duty Manager is responsible for supervising the smooth and efficient daily operation of the Front Desk and ensuring that all hotel guests and visitors receive an optimum level of service and care at all times.

Specific duties, responsibilities & key performance areas:

1. Conduct daily briefings and ensure all pertinent information is well received by team members.
2. Manage and supervise all tasks of staff to ensure high-quality service and departmental standards are met.
3. Review, analyze, and suggest improvements for workflow and standards at the Front Desk.
4. Analyze rate variance reports to ensure room revenue control, approve discounts and rebates.
5. Communicate with the Front Office Manager on all matters regarding guest services & hotel operations.
6. Ensure documentation of all guest-related issues using the logbook.
7. Supervise shift handover procedures.
8. Coordinate and communicate with other hotel departments regarding general administration and operations.
9. Provide management presence at all times, assisting with guest needs and complaints tactfully and efficiently.
10. Assist Guest Relations in greeting, rooming, and sending off guests.
11. Inspect front of house and back of house regularly for cleanliness and orderliness.
12. Ensure front line staff complies with marketing techniques and maximizes sales.
13. Check billing instructions, monitor guest credit, and address discrepancies.
14. Coordinate full house situations and handle overbooking and pledge relocations.
15. Ensure driveways are manned at all times and operate efficiently.
16. Ensure safety, security, and loss control policies are followed at the lobby and driveway.
17. Make objective decisions and handle complaints and emergencies calmly.
18. Conduct Night Audit processes for the hotel.
19. Provide orientation and training on hotel service standards, procedures, and programs.
20. Monitor team members' appearance, attitude, and professionalism.
21. Motivate the team and foster a positive work environment.
22. Maintain knowledge of all food & beverage services, outlets, and hotel features; ensure staff are updated.
23. Be familiar with emergency procedures, policies, and SOPs established by the hotel.
24. Attend briefings, meetings, and trainings as assigned by management.

Qualifications

• Degree or Diploma in Hospitality Management
• Management experience in the hospitality industry