Duty Manager
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Key skills for this role
About the Role
Responsible for managing guest complaints, supervising front office operations, and ensuring effective communication while demonstrating strong problem-solving and crisis manage.
Key Skills for This Role
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Overview
- As Duty Manager, you will be responsible for the following duties/b>
- To provide visual management presence around the hotel in public and BOH areas
- To provide continuity of management in complaint handling. After direct contact with a guest an accurate account is to be recorded on the agreed system with relevant investigation and responses within 24 hours. Outcome and response must be circulated to the Senior Management (General Manager and / or Hotel Manager)
- Investigate complaints and address to the department concerned and respond to guest with an appropriate explanation and apology
- To attend operational and scheduled meetings:
- Morning Meeting with Front Office Manager
• Front Office Briefing
- To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and actioned
- Use time effectively and efficiently to:
- Concentrate on priorities as required during shift
- Complete all schedules tasks in a timely manner
- Attend a broader range of activities as required by operations
- Make necessary decisions under time constraints
- To assist the Front Office Manager to manage the department with all required responsibilities
- To communicate regularly with the Front Office Manager and the Director of Rooms
- To assist the Front Office Manager, Chief Concierge, Bell Captain and Guest Relations Manager to supervise all activities of all front of house departments according to our LQE, internal standards and procedures
- To be trained and fully compliant as an active member of the Emergency Response Team (ERT)
- As Duty Manager, we expect from you/b>
- Minimum 3 years of experience working in a 5-star hotel environment
- A minimum of 2 years experience as a Duty Manager, Operations Manager or similar
- Operational experience from other hotel divisions or similar industry desirable
- Excellent verbal and written communication skills in English required
- Perform job with attention to details and the ability to organize and handle multiple tasks effectively
- Strong problem-solving skills
- Crisis management training & experience
- Our commitment to you/b>
- Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
- MOstay. When you work as hard as our colleagues do, it s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
- Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
- Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
- A competitive salary and benefits packages
- Transportation and Housing provided
- Relocation and Vacation Tickets
- We re Fans.
- Are you?/b>
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