Duty Manager

Assists the Department Head in managing and supervising the Front Office Operations of the Hotel

• Job Responsibilities

General

• Builds a motivated and skilled team, leads by example and instils a culture of continuous learning and improvement among employees; actively participates in Employee Relations activities and programmes.
• Actively plans and manages the career development of every employee through effective coaching, training and by instilling company values; is concerned for employees' continuous development and personal growth.
• Organizes and manages the department in accordance with company philosophy and policies, maximizing efficiency and productivity and achieving established goals; promotes harmony between departments.
• Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule.
• Demonstrates standards awareness, by setting example for standards execution, standards testing and implementing action plans to achieve established product and service goals.
• Prepares annual plans and forecasts, consistently monitors and manages budgetary goals.
• Maintains an organized administration of departmental and personnel records, including rostering and leave planning.
• Ensures employees adhere to the code of conduct and grooming & hygiene standards as specified in the employee handbook.
• Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Conducts daily briefing and monthly departmental meeting (with minutes copied to division head) and participates in meetings when invited.
• Provides regular and fair performance feedback to employees, formally and informally as appropriate.
• Is seen as a hands-on leader, assists employees in crunch times.
• Maintains a clean and orderly work area and ensures tools & equipment are well maintained and in sufficient supply.
• Promotes and ensures a safe working environment.
• Performs any cognate duties as and when required.

Departmental

• Ensuring a smooth check-in and check-out of all guests
• Handling all guest complaints and keeping management informed as necessary and ensuring all glitches are reported and resolved in a timely manner
• Managing and operating all front of the house departments of Rooms Division - such as Guest Services, Front Desk, Concierge, Business Centre and Transportation
• Ensure Concierge services are provided with high quality and as per high standards of expectations from a FS Concierge
• All VIP and suite guests' amenities, special requests and welcome cards are in order prior to arrival of the guests
• All Limousine arrival guests must be received at curb side and escorted and registration completed in the room when possible
• Assistant Managers and staff to be actively present and hands on in the day to day operations of the Front Office.
• Ensure Concierge Database is updated regularly and "insightful' information is keyed in accurately and in a timely manner
• Work closely with Reservations Manager on room availability and selling strategy to maximize occupancy, revenue and rate on a day to day basis especially on sold out days
• Ensure Lobby Lizard duties are carried out consistently by all concerned managers