Duty Manager - Front Office Holiday Inn

A little taste of your day-to-day:

• Monitor reception colleagues to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Work closely with guest relations team to ensure priority club and ambassador members consistently receive all benefits, repeat guests and other VIP s receive special recognition and service & enrolment targets are met.
• Inspects all VIP rooms prior to arrival, with GRM if required and greet VIP and escort personally on arrival/bidding farewell.
• Oversee maintenance of efficient repeat guest history system by working closely with gr team and promote inter-hotel sales and in-house facilities.
• Promotes priority club & ambassador programs and acts as champion for both programmes.
• Perform such functions as to include but not be limited to:
• Intercontinental ambassador / priority club and regular guest welcome letters.
• Solicitation of ambassador / priority club applications.
• Attention to detail on special requests by having updated database on guest profile captured through glitches / preferences.
• Handle guest complaints and refer them as necessary, follows up on corrective / preventive action.
• Entertains guest within hotel premises for food and drinks with approval from Front Office Director and driving guest cocktail reception to gain loyalty.
• Compile, analyse existing procedures, and perform process renovation to have benefit operation, through project management.
• Schedule and attend regular priority club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery.
• Review arrival lists for all arrivals and VIPs to check/perform room allocations, amenities, and special requests.
• Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary.
• Organize and conduct regular meetings for all reception team to facilitate communications and smooth operations.
• Prepare efficient work schedule for reception team, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
• Conduct courtesy calls, driving the guest experience through service quality and continuous improvement.
• Ensuring implementation and compliance of the company s fire, life and safety requirements.
• Conducting market and competitor analysis to be ahead of competition in terms of service delivery.
• P&l analysis including productivity and cost management and perform duty management shifts as per business requirement.
• Assists in planning for future staffing needs, and assists in recruiting in line with company guidelines, prepares and administers detailed induction program for new staff aligned with room to have a great start.
• Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation.
• Ensures training needs analysis of reception team is carried out and training programmes are designed and implemented to meet needs by working together with the assistant front office manager; provides input for probation and formal performance appraisal discussions in line with company guidelines, coaches, counsels and disciplines staff, providing constructive feedback to enhance performance and regularly communicates with staff and maintains good relations.