Duty Manager

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, analyze and suggest improvement of work flow and standards at the Front Desk Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates Communicate with Front Office Manager on all matters regarding guest services & hotel operations Ensure documentation of all guest related issues using the logbook 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 Qualifications Minimum of 3 years' relevant experience within the hotel industry, with strong experience in Front Office operations and procedures. Previous experience using Opera PMS. Diploma in Hospitality Management or Business Administration preferred but not necessary. Strong working knowledge of Microsoft Outlook and Microsoft Office. Previous experience supervising, coaching and developing team members. Ability to work independently when senior management is unavailable and confidently make decisions regarding guest and team safety and wellbeing. Strong guest service, complaint handling and conflict-resolution skills, with a calm and professional approach when managing challenging situations. Understanding of daily revenue balancing and financial procedures, with the ability to interpret operational reports and review daily occupancy. Excellent communication and relationship-building skills, with the ability to build positive relationships with guests, team members and other departments. Strong time-management, organisational and decision-making skills, with excellent attention to detail and sound commercial awareness. Genuine passion for hospitality, hotel operations and delivering an excellent guest experience. Strong personal integrity and the ability to maintain confidentiality. Ability to adapt positively to operational changes and work effectively in a fast-paced hotel environment. Flexibility to work across a seven-day operation, including weekends and public holidays. Commitment to Accor values, Heartist culture, workplace safety, inclusion and diversity.