Reporting to the Deputy General Manager duties will include:

• To ensure that the operation in all areas is running to the agreed standard and follow up any discrepancies with the relevant HOD’s.
• To assist in the daily operation of all departments when required
• To be operationally responsible for the service delivery and standards throughout the entire building when on Duty.
• To patrol the building ensuring that all fire exits are free from obstruction and in proper working order.
• To be present around the building at all times during the day. In particular, the Duty Manager must maintain a lobby presence between the peak check in/out times, during lunchtime in around the lobby and restaurant and around the banqueting area during the peak tea/coffee times.
• To conduct show arounds as required.
• To ensure that the highest level of cleanliness is upheld in all areas of responsibility.
• Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction, effectively responds to guest problems and complaints.
• To compile the Duty Management Gameplan and review and update it as required.
• To be operationally responsible for the service delivery and standards throughout the entire building when on Duty.
• Ensure that all signage throughout the building is up to date, in the correct standard and professionally displayed.
• Patrol the building at regular intervals paying particular attention to cleanliness, both inside and outside the building.
• To take control and lead the team in the event of a fire alarm or pre alarm scenario.
• Ensure that all appropriate action is taken and followed up on any guest feedback.
• Deliver daily team briefings where required.
• Ensure that a comprehensive handover system is put in place to inform the Manager on Duty of all the VIP’s, Complaints, Special Requests, Function Business and AOB.
• To control the issuing of keys to team members.
• To look after requisitions outside of store hours ensuring that all documentation is completed
• To spot check guest bedrooms on a daily basis.
• To handle all complaints in a calm, organised and discreet manner ensuring complete service recovery every time.
• To get involved in and carry out training in the hotel.
• To complete all projects within the required timeframe as directed by the Deputy General Manager or General Manager
• To ensure that all necessary Duty Management documentation is compiled, recorded and stored.
• The Duty Manager will police this system to ensure that all HOD’s covering DM shifts are trained and comply with the agreed operating procedures.