Guest Experience

·         Ensure efficient, personable, 5-star service is offered when dealing with all guest requirements in person, on the phone and via email

·         Demonstrate a working knowledge of all services and facilities of the hotel, spa and the local area

·         Ensure the team are performing guest check-ins and check-outs to the Company standard

·         Ensure excellent team awareness of business in the hotel through use of the arrival list, conference guest list, and function sheets

·         Familiarisation and effective communication of “special attention” / VIP guests to all departments prior to arrival

·         Ensure all post stay feedback (reviews & surveys) are responded to promptly

Shift Management & Administration

·         Undertake Duty Manager shift responsibilities as required

·         Ensure reception and concierge is kept presentable and appropriately manned whilst supervising the shift

·         Ensure all registration requirements are obtained on arrival and that all details are updated prior to night audit

·         Take ownership for guest feedback and complaint resolution by investigating thoroughly, promptly communicating to appropriate HOD’s and senior management whilst on shift

·         Ensure the cleanliness of the Hotel, including undertaking these duties and tasks, specifically Reception lobby, entrance and car park

Commerciality & Cost Control

·         Ensure the team take a proactive approach to maximising revenue opportunities across the hotel in line with the Company standards.

·         Demonstrate an understanding of the need to control operating costs and energy conservation to the hotel

·         Monitor and escalate maintenance of IT equipment and systems whilst on duty

·         Report all maintenance issues immediately following the correct procedure

Compliance & Legislation

·         Support the Front Office Manager to monitor and control the day-to-day work of the reception team to always ensure compliance with health and safety

·         Adhering to GDPR when handling of guest information

·         Support compliance with respect of financial procedures, including billing, banking and cash handling.

·         To have a complete understanding of hotel and Company procedure in the event of a fire.

·         Ensure operating practices are in place with respect to security for both self and department

People & Leadership

·         To lead by example and ensure operational and brand guidelines are being met across Reception & Concierge

·         Brief and support Front of House Departments at the beginning of each shift and communicate special arrivals and hotel events

·         Support and deliver role specific induction and training and provide ongoing coaching for all

·         Ensure appearance and uniform standards are upheld

Internal Communication

·         Work collaboratively with other Duty Managers, HOD’s and Operations Manager to ensure the smooth running of the hotel

·         Escalating and managing key guest feedback to the Front Office Manager and wider HOD’s to drive continuous improvement across the hotel

·         Collaborate with all departments in the hotel to ensure the correct reports and information are provided on request

·         Liaise with key stakeholders within Central functions as required in the absence of the Front Office Manager

Guest Experience

·         Ensure efficient, personable, 5-star service is offered when dealing with all guest requirements in person, on the phone and via email

·         Demonstrate a working knowledge of all services and facilities of the hotel, spa and the local area

·         Ensure the team are performing guest check-ins and check-outs to the Company standard

·         Ensure excellent team awareness of business in the hotel through use of the arrival list, conference guest list, and function sheets

·         Familiarisation and effective communication of “special attention” / VIP guests to all departments prior to arrival

·         Ensure all post stay feedback (reviews & surveys) are responded to promptly

Shift Management & Administration

·         Undertake Duty Manager shift responsibilities as required

·         Ensure reception and concierge is kept presentable and appropriately manned whilst supervising the shift

·         Ensure all registration requirements are obtained on arrival and that all details are updated prior to night audit

·         Take ownership for guest feedback and complaint resolution by investigating thoroughly, promptly communicating to appropriate HOD’s and senior management whilst on shift

·         Ensure the cleanliness of the Hotel, including undertaking these duties and tasks, specifically Reception lobby, entrance and car park

Commerciality & Cost Control

·         Ensure the team take a proactive approach to maximising revenue opportunities across the hotel in line with the Company standards.

·         Demonstrate an understanding of the need to control operating costs and energy conservation to the hotel

·         Monitor and escalate maintenance of IT equipment and systems whilst on duty

·         Report all maintenance issues immediately following the correct procedure

Compliance & Legislation

·         Support the Front Office Manager to monitor and control the day-to-day work of the reception team to always ensure compliance with health and safety

·         Adhering to GDPR when handling of guest information

·         Support compliance with respect of financial procedures, including billing, banking and cash handling.

·         To have a complete understanding of hotel and Company procedure in the event of a fire.

·         Ensure operating practices are in place with respect to security for both self and department

People & Leadership

·         To lead by example and ensure operational and brand guidelines are being met across Reception & Concierge

·         Brief and support Front of House Departments at the beginning of each shift and communicate special arrivals and hotel events

·         Support and deliver role specific induction and training and provide ongoing coaching for all

·         Ensure appearance and uniform standards are upheld

Internal Communication

·         Work collaboratively with other Duty Managers, HOD’s and Operations Manager to ensure the smooth running of the hotel

·         Escalating and managing key guest feedback to the Front Office Manager and wider HOD’s to drive continuous improvement across the hotel

·         Collaborate with all departments in the hotel to ensure the correct reports and information are provided on request

·         Liaise with key stakeholders within Central functions as required in the absence of the Front Office Manager