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Duty Manager

3 months ago

Canada, CA Accor Hotels Full time

Company Description

Join us at Accor, where life pulses with passion

As a pioneering leader in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfill yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,
Join us and become a Heartist .


Job Description

Duty Manager

Summary of Responsibilities:

The main responsibilities and tasks of this position are as listed below, but not limited to these:

  • Provide management presence by assisting colleagues in handling feedback
  • Provide department orientation and training of the hotel service standards, procedures and programs
  • Control availability of rooms and action accordingly
  • Colleague management at the Front Desk including rostering, performance management, OJT training, developing, counseling, guiding, discipline, feedback, evaluate and supporting colleague at the desks
  • Liaison between Front Office departments and rest of hotel for effective guest experience
  • Lead the Front Office team to personalize the guest arrival/departure experience
  • Be involved in the arrival, rooming, and departure of key/VIP guests
  • Ensure guest arrival and departure procedures are completed as defined in the hotels’ standards and operating procedures and LQA standards
  • Handle guest feedbacks and determine appropriate actions to ensure it meets or exceeds guests’ expectations
  • Presence in the Front Office and lobby area at critical guest flow times
  • Conduct daily briefings presenting business issues and hotel information
  • Co-ordinate full house activities, handle pledge relocates by sending and welcoming guests back
  • Ensure safety, health, security and loss control policies and procedures at the desk are in compliance
  • Conduct Night Audit process for the hotel
  • Ensure strict compliance of the Credit Card Privacy – PCI
  • Ensure strict compliance to the Cash Float SOP
  • Provide direction and leadership to the HEAT Team and if needed, call for evacuation of guests, colleagues, and external parties in the hotel from areas threatened by fire, flood, bomb threats or civil disturbance
  • Responsible to enhance skills of colleagues and team leader in various aspects of operations by constantly monitoring their performance levels
  • Be vigilant regarding in-house credit matters and act upon any discrepancies
  • Support individual team members to achieve personal & professional goals

Qualifications

Your experience and skills include:

  • Minimum diploma in hospitality management, university degree preferred
  • Minimum 3 years hotel front office experience and 1 year Duty Manager experience
  • Read, write, and speak English fluently
  • Technical knowledge of Front Office operations, familiar with Opera system
  • Well groomed with leadership qualities
  • Interpersonal skills to deal with guests and colleagues issues
  • People-oriented
  • Able to work under pressure and independently
  • Able to show sensitivity and discretion in supporting guest needs
  • Detail-oriented, organized, and very flexible with working hours
  • Energetic with a positive attitude
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