Hotel Duty Manager at Apata & Ascott Limited

Job Description

• To assume responsibility for the running of the Hotel in the absence of senior management.
• Overseeing delivery of consistent quality customer experiences in the hotel.
• Control of all costs and stock to ensure hotel profitability.
• Responsible for high standards of health & safety, hygiene, customer service.
• Contributing to initiatives to develop business, improve staff skills and guest satisfaction.
• To assist with all departments in times of pressure where reasonably possible.
• To welcome and bid farewell to all visitors to the hotel in a warm and professional manner. Ensuring all guests receive prompt service and guidance accordingly.
• To be fully aware of the Hotel’s Fire Safety procedures and Health and Safety regulations and coordinate guests and staff during an emergency.
• To assist with all departments in times of pressure where reasonably possible.
• To ensure that accommodation for arriving VIP’s and those staying is prepared to the agreed standard.
• To room all VIP and important guests personally assuring a very positive first impression.
• To liaise with guests and ensure a strong host presence at all times when on duty, passing relevant information onto staff especially specific requirements or arrangements.
• To perform duty management as detailed on the management Rota.
• To ensure that the standards of service in all areas meet the required levels.
• To be aware of and promote all services offered in the Hotel.
• To ensure guests wishes are met if not exceeded so far as is reasonably possible.
• To ensure that all staff address guests by their correct name and title.
• To liaise with Reception and Housekeeping regarding arrival rooms and prioritization where applicable.
• To obtain feedback from guests and to use this to improve service and top pass on such to the GM and other relevant HODs.
• To complete a daily programme detailing all of the following days important notes including specific guest requirements or complaints and a BEO Summary.
• To ensure that all areas are maintained to a high standard of cleanliness.
• To ensure that all appliances, fixtures and fittings are safe and work in accordance with the Health and Safety regulations, reporting any faults to the Maintenance and or Operations Manager as well and entering maintenance issues onto Alacer.
• Show a constant united front of Management to the staff.
• To complete a full handover with the Operations Manager communicating directly where possible otherwise full details as appropriate in the DM file and email.
• To take overall personal pride in appearance and work performance.

Qualifications and Skills

• Degree or Higher Diploma in Hospitality Management or other related field.
• Computer Knowledge- MS office
• Minimum 2 years work experience in a 2 to 4 Star Hotel as a Duty Manager or Asst. Operations Manager.
• Excellent communication and customer friendly skills.
• Welfare Administration, public relations and conflict resolution