Job Purpose
The Hotel Duty Manager is responsible for the monitoring, management, and delivery of the customer experience and product offerings by internal employees, business partners, and concessionaires across the hotel operation ensuring that internal (SOP) and external *(grading) standards and procedures are continuously achieved, client disputes/queries are resolved and that the customer experience provided within the designated areas/departments are professionally executed in line with Sun standards and legislative requirements.
Key Performance Areas
Deliver Sites Business Plan
Develop sites objectives and deliverables in line with departmental strategy
Compile and update the sites events calendar, sites index and roadmap for the business unit
Facilitate the communication and implementation of sites deliverables
Conduct risk analyses i.t.o impact on short term profit margins
Provide clear delegation of authority and accountability for deliverables
Collaborate with Banqueting to complete a competitor analysis of events and conferencing facilities in property catchment areas including pricing comparisons
Conduct product performance analyses / reviews and make recommendations to address opportunities and gaps
Motivate new product and service enhancements based on client feedback
Compliance Management
Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved
Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business
Conduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance
Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand
Maintains records on licencing entitlements and compliance management
Monitor audit results for all operations including service providers and business partners and address any non-compliance
Monitor the storage of stock and operating equipment and processes
Collaborate with various stakeholders across the operation to address and resolve areas of concern and enhance standards from an overall facilities management and customer experience perspective
Customer Experience Management
Ensures that guests are treated with courtesy and respect at all times
Interact with guests and provide professional service standards and solutions
Handle any escalated complaints, disputes and suggestions as required
Engage with customers and provide a customer experience on the floor that will support brand loyalty ensuring SI as the brand of choice
Be present on the floor during service / promotions or functions
Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
Monitor customer feedback on various omni-channels to understand and resolve any challenges being experienced; and where necessary manage the resolution of customer queries and complaints from the various channels; ensuring all customers receive a response and feedback
Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh
People Supervision
Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
Identification of employee training needs
Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
Supervise employee relations within the hotel
Staff communication and motivation
Performance contracting, reviews and development
Assist in providing resources and removing obstacles to performance
Onboarding of new staff members
Stakeholder Relationship Management
Provides relevant guidance and support to operational teams and stakeholders
Maintain relationships with service providers and business partners ensuring there is alignment on service requirements and standards
Informs department / staff of information required to perform the duties and relevant operation effectively
Communicates department's objectives, standards and operating procedures to internal and external service providers as per SLA
Communicates any special guest requirements or events to other relevant operating departments
Provides feedback and reports back to Unit management on the performance, progress and challenges within the various business areas including F&B, housekeeping, maintenance, etc.
Job Requirements
Education
Grade 12
3-Year Hotel School Diploma or equivalent
Experience
Minimum of 5 years experience with 3 years in a management position in the hospitality industry
Previous experience in duty management is an advantage.
Work conditions and special requirements
Must be able to work shifts in line with operational requirements (including weekends and public holidays)
Skills and Knowledge
Analytical skills
Attention to detail
Working with information (agreements, laws, regulations, statistics)
Reviewing / evaluating information and data
Decision-making
Planning
Influencing & Advising skills
Emotional resilience
Customer centric
Networking and relationship building
Innovation & continuous Improvement
Corporate & industry knowledge
Quality Assurance
Housekeeping Product knowledge & standards
English written and verbal communication skills
Proficiency in MS Office Suite
Business Acumen
Report writing
Contract management
Knowledge and application of legislation relating to Safety, Health and the Environment