Duty Manager

• Responsible for the sales, the organisation and the quality of the services delivered to the customer for the Front Office department.
• Handle different guest challenges and situations and be part of the first response emergency team.
• Attend VIP’s arrival.
• Receive and deal with verbal complaints; forward to Front Office Manager when necessary.
• Communicates directly with Sales, Accounting, Housekeeping and Reservation and provides them with all relevant/ needed information.
• Ensuring the Telephone Centre is working properly at all times and minimizing the number of abandoned calls
• Maintain and improve quality service in Front Office.
• Be aware of room status and also the competitors’ status.
• Optimise the occupancy rate and average room rate.
• Check the management of “no-show”
• Define the organization of work to be performed by the team members, and supervise, co-ordinate and plan daily activities of personnel
• Ensure that all entries in the logbook are read and followed up if necessary.
• Ensure that there are ample stocks of all items needed and initiate requisition for supplies running low.
• Make sure that an ACCOR and Brand policies are respected

Qualifications

• Guest focused personality is essential; experience is an asset
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities
• Fluency in English; additional languages are a plus