Duty Manager at Accor

Job Description

• Conduct daily briefings and ensure that all pertinent information is well received by team members.
• Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met.
• Review, analyse and suggest improvement of work flow and standards at the Front Desk.
• Analyse rate variance report to ensure rooms revenue control, approve discounts and rebates.
• Communicate with the Rooms Division Manager on all matters regarding guest services & hotel operations.
• Ensure documentation of all guest related issues.
• Sign media and supervise shift handover procedures.
• Coordinate and communicate with other hotel departments as required regarding general administration and operations issues.
• Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently.
• Assist Guest Relations in greeting, rooming, and sending off guests.
• Inspect front of house and back of house regularly for cleanliness and orderliness.
• Ensure that front line staff complies with marketing techniques and maximizes sales.
• Check billing instructions, monitor guest credit and act upon any discrepancies.
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates.
• Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently.

Qualifications

• Bachelor's degree in Hospitality Management.
• Proven experience in Front Office or management roles preferably within a luxury hotel. 
• Strong leadership skills with the ability to motivate and guide team members.
• Excellent problem-solving abilities and a commitment to delivering exceptional guest satisfaction.
• Outstanding communication and interpersonal skills.
• Proficiency in hotel management software, particularly Opera.
• Proficiency in Microsoft Office programs, including Excel, Word, PowerPoint, and Outlook.
• Strong organisational skills with the ability to prioritise and manage multiple tasks simultaneously.
• Analytical mindset with the capability to use data insights for decision-making.
• Flexibility to adapt to a dynamic and fast-paced environment.
• Thorough knowledge of hospitality industry standards and best practices.
• Experience in handling guest complaints and resolving issues effectively.
• Familiarity with health and safety regulations in the hospitality sector.
• Ability to work flexible hours, including nights, weekends, and holidays as required.