Role:                     Duty Manager

Department:      Front Office                      
Reports To:         Director of Rooms
Location:             Noida, sector 18
Experience:        6-8 years 

Candidate should be presently working as Duty Manager. 

Please share your updated cv with professional photograph at careers@radissonmbd.com

Purpose:              To manage assigned shifts for the Front Office and related departments by running the day-to-day operations and create an environment that is positive, supportive and team orientated.

Please share your 
Indictors of Success:      

Financial (GOP, Rev Par, RSI and Department Budget)

Customer Satisfaction & loyalty goals (complaints per thousand, comment cards, annual quality review)

Achievement of employee satisfaction (Gallup) and retention goals for department

Areas of Responsibility:

Participates in the development and implementation of strategies Front Office and Concierge that support achievement of the hotel’s goals

Manages the operation of the front office and related areas during assigned shifts

 ·         Creates the first impression by supervising the door, concierge and front office areas

·         Participates in the development and implementation of processes and procedures for assigned departments which support achievement of service and financial goals

·         Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate

·         Prepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel

·         Analyses business forecasts and schedules accordingly

·         Ensures that front desk handles billing and cash in accordance with hotel’s standards

·         Plans and co-ordinates hotel housing activities by working closely with sales, catering, housekeeping and other departments

·         Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another

Creates 100% guest satisfaction by providing Yes I Can! genuine hospitality and by exceeding guests expectations

 ·         Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

·         Listens, apologises with empathy, finds a solution and follows through when resolving guest problems

·         Assumes the responsibility to notice when the guest is not satisfied and uses best judgement as to when it is appropriate to use the 100% Guest Satisfaction Guarantee

·         Performs other duties as required to provide Yes I Can! genuine hospitality

Provides employees with the information needed to perform their job effectively

·         Orients employees to the department and hotel and provides on-the-job training on job responsibilities

·         Prioritises and assigns work

·         Provides feedback to the employee and department manager on the employee’s performance of job responsibilities

·         Utilises leadership skills and motivation techniques in order to maximise employee productivity and satisfaction of direct reports

·         Assists in all administrative and statistical analysis of department operations

·         Performs all Human Resources related functions within the Front Office Department, including recruitment and selection, performance management, training and counselling

·         Greets all arriving VIP’s, is visible and in contact with guests in a public relations capacity. Logs any points of concern and promptly resolves/actions requests of guest as a “First Effort” priority. Follow up call(s) are to be made to ensure the guests expectations are met and exceeded.

·         Ability to manage all emergencies, guest and employee accidents and act appropriately to achieve a satisfactory outcome

·         Keeps Manager promptly and fully informed of all problems or unusual matters of significance

·         Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position

·         Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment

Success Factors:              

Focus on the Customer

Seeks to understand the guest, internal and external customers and meet and exceed the needs of both the customer and the company.

Works well in a team environment and motivates team to sustain exceptional levels of performance.

Clarify and provide information so that co-workers, customers and suppliers understand and can take action.

Build Strong Relationships

Foster trust and co-operation among co-workers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.

Take Responsibility

Demonstrate personal ownership of tasks and follow through to get the required results.

Key Skills and Requirements:    

Stand-up and/or One-one-one Training

Skilled in the use of techniques and strategies required to deliver training material in group and one-on-one settings.

Reservations Process

Understand the reservations process including the role of the WRS, distribution channels and reservations flow.

Payroll Control and Scheduling

Determine appropriate staffing levels based on forecasted revenue and anticipated business and create staffing schedules which optimise the balance between desired profitability, customer demands and employee desires.

Performance Management, Supervisory

Demonstrate ability to relate to, communicate with and motive employees to sustain high performance and quality levels.

Role:                     Duty Manager

Department:      Front Office                      
Reports To:         Director of Rooms
Location:             Noida, sector 18
Experience:        6-8 years 

Candidate should be presently working as Duty Manager. 

Please share your updated cv with professional photograph at careers@radissonmbd.com

Purpose:              To manage assigned shifts for the Front Office and related departments by running the day-to-day operations and create an environment that is positive, supportive and team orientated.

Please share your 
Indictors of Success:      

Financial (GOP, Rev Par, RSI and Department Budget)

Customer Satisfaction & loyalty goals (complaints per thousand, comment cards, annual quality review)

Achievement of employee satisfaction (Gallup) and retention goals for department

Areas of Responsibility:

Participates in the development and implementation of strategies Front Office and Concierge that support achievement of the hotel’s goals

Manages the operation of the front office and related areas during assigned shifts

 ·         Creates the first impression by supervising the door, concierge and front office areas

·         Participates in the development and implementation of processes and procedures for assigned departments which support achievement of service and financial goals

·         Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate

·         Prepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel

·         Analyses business forecasts and schedules accordingly

·         Ensures that front desk handles billing and cash in accordance with hotel’s standards

·         Plans and co-ordinates hotel housing activities by working closely with sales, catering, housekeeping and other departments

·         Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another

Creates 100% guest satisfaction by providing Yes I Can! genuine hospitality and by exceeding guests expectations

 ·         Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

·         Listens, apologises with empathy, finds a solution and follows through when resolving guest problems

·         Assumes the responsibility to notice when the guest is not satisfied and uses best judgement as to when it is appropriate to use the 100% Guest Satisfaction Guarantee

·         Performs other duties as required to provide Yes I Can! genuine hospitality

Provides employees with the information needed to perform their job effectively

·         Orients employees to the department and hotel and provides on-the-job training on job responsibilities

·         Prioritises and assigns work

·         Provides feedback to the employee and department manager on the employee’s performance of job responsibilities

·         Utilises leadership skills and motivation techniques in order to maximise employee productivity and satisfaction of direct reports

·         Assists in all administrative and statistical analysis of department operations

·         Performs all Human Resources related functions within the Front Office Department, including recruitment and selection, performance management, training and counselling

·         Greets all arriving VIP’s, is visible and in contact with guests in a public relations capacity. Logs any points of concern and promptly resolves/actions requests of guest as a “First Effort” priority. Follow up call(s) are to be made to ensure the guests expectations are met and exceeded.

·         Ability to manage all emergencies, guest and employee accidents and act appropriately to achieve a satisfactory outcome

·         Keeps Manager promptly and fully informed of all problems or unusual matters of significance

·         Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position

·         Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment

Success Factors:              

Focus on the Customer

Seeks to understand the guest, internal and external customers and meet and exceed the needs of both the customer and the company.

Works well in a team environment and motivates team to sustain exceptional levels of performance.

Clarify and provide information so that co-workers, customers and suppliers understand and can take action.

Build Strong Relationships

Foster trust and co-operation among co-workers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.

Take Responsibility

Demonstrate personal ownership of tasks and follow through to get the required results.

Key Skills and Requirements:    

Stand-up and/or One-one-one Training

Skilled in the use of techniques and strategies required to deliver training material in group and one-on-one settings.

Reservations Process

Understand the reservations process including the role of the WRS, distribution channels and reservations flow.

Payroll Control and Scheduling

Determine appropriate staffing levels based on forecasted revenue and anticipated business and create staffing schedules which optimise the balance between desired profitability, customer demands and employee desires.

Performance Management, Supervisory

Demonstrate ability to relate to, communicate with and motive employees to sustain high performance and quality levels.