IHF Diary

  • National Council & Management Committee Meeting
    22/11/2017 - 10:00am to 4:00pm
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Property Name: 
Whites Hotel
County: 
Wexford

Employment Type:

Department: 
Other
*other department: 
Duty manager

CUSTOMER CARE AND SERVICE EXCELLENCE

 

·         Providing excellence in customer care and service to all of our guest allowing us to achieve our vision

 

DELIVERING QUALITY

 

  • In conjunction with the appointed managers, to assist in the implementation of the agreed standards of performance within all areas of hotel, ensuring that all services offered are of the highest 4* standards of quality, service and customer care.

 

PRODUCTIVITY

 

  • To follow efficient and effective work methods and systems to facilitate the achievement of high levels of staff productivity in all areas of the hotel, ensuring that adequate cover is provide in the most cost efficient manner and to ensure cost effectiveness with regard to overstaffing.

 

COST CONTROL

 

  • To assist management in the control of costs throughout all areas of the hotel, in particular energy and wage control.

 

 

 

 

FORWARD PLANNING

 

  • To ensure that rosters are prepared by relevant HOD for all departments.

 

  • To ensure that meeting rooms are prepared according to function sheets in a timely manner.

 

  • To ensure all Mis En Plas is done in all departments.

 

REPORTING

 

  • To attend all relevant meetings and training sessions ensuring positive participation.

 

SUPERVISION

 

  • To perform Duty Management shifts diligently and without compromise as a result of any extra duties assigned.

 

  • To work with the Departmental Managers in the control and organisation all staff within the areas, ensuring that required operational standards are achieved and maintained.

 

  • To set a good example for management and staff with regard to punctuality, attendance, - attitude and application to work.

 

  • To maintain fair discipline and to foster a spirit of co-operation and pride in the daily work lives of the management and staff members throughout the operation.

 

  • To attend Management Meetings as required, ensuring effective communication at all levels.

 

  • To chair the 11am briefing when applicable and communicate days activities to all.

 

MARKETING

 

  • To ensure that all persons throughout the hotel are kept informed on all local events and occurrences, enabling management to be more aware of what is happening around Wexford.

 

  • To perform show around with prospective clients as required.

 

 

CUSTOMER CARE

 

  • In conjunction with the appointed managers, to establish and implement standards of performance within the area of customer care.

 

  • To ensure front office staff actively collect guest comments on designated cards in accordance with hotel policy.

 

  • To record all comments / issues raised by guests in the DM handover diary and follow-up on issues ensuring an mutually agreeable solution reached.

 

  • To perform guest courtesy calls are performed in accordance with the hotel policy.

 

  • To perform bedroom spot checks as per hotel policy.

 

 

 

 

 

HYGIENE

 

  • Ensure that at all times that all areas of the hotel are in a safe and hygienic condition and in a good state of repair. Monitoring in particular staff areas to ensure that cleaning rotas etc. are being followed.

 

  • To practice high standards of personal hygiene at all times in terms of grooming and wearing of proper attire including name badge.

 

  • To maintain the required standards of operational hygiene within all areas of the Food & Beverage Departments throughout the operation.

 

  • To be aware of the Statutory Hygiene regulations and to ensure that all staff strictly conform to the requirements.

 

SAFETY AND SECURITY

 

  • To ensure that adequate safety measures are in operation within the hotel and to act pro-actively to any change of directive by health and safety authority.

 

  • To be fully conversant with the Health and Safety at Work Act and to ensure that staff under your direct control are fully aware of their responsibilities under the law.

 

  • To ensure the security of stocks at all times.

 

  • To perform and record regular fire walks ensuring all issues are dealt with in conjunction with Health & Safety Statement.

 

  • To ensure security of safe/monies at all times.

 

  • To ensure all fire alarms are checked & recorded in conjunction with Health & Safety.

 

LOYALTY & DEPENDABILITY

 

  • To be flexible with regard to working hours in order to handle any unexpected requirements.

 

  • Accept responsibility for all areas under your supervision, giving credit to the team for their success, and accept responsibility for mistakes or failures within these areas.

 

  • To display total loyalty to the Management of Whites of Wexford in day-to-day performance of your role.

 

INTERPERSONAL SKILLS

 

  • To create an environment which promotes employee morale and encourages the Team to have pride and commitment in their area of work.

 

  • To maintain a harmonious work relationship with both Departmental Managers and staff.

 

  • To communicate positive attitudes, sincere interest and responsiveness to others needs and to interact in a positive way with management, staff and suppliers alike.

 

 

 

 

 

ADHERENCE TO POLICY

 

  • To have a complete understanding of the house policies relating to confidentiality, personnel matters, catering, fire, hygiene, health and safety, security and energy conservation and to comply with these policies at all times.

 

  • To ensure that these policies are communicated to staff under your direct control and they are rigidly enforced.

 

SPECIFIC ADDITIONAL TASKS

 

 

  • Health & safety; ensure regular monthly H&S meetings are held and attended by each department. Minutes should be taken and distributed to all HOD’s by email. Follow up on any outstanding issues from the previous meeting.
  • To assist in the banqueting function of the Hotel, specifically in maintaining the SOP file, planning, staffing and managing the Department.
  • To carry out monthly crockery & cutlery stock takes and to ensure control measures are in place to reduce breakages in the Hotel. Results of the stock takes to be distributed to all relevant managers.
  • To carry out regular monthly inspections of the meeting rooms in the business centre, ensure the rooms are to a high standard of cleanliness, all equipment is optimal working order and together with the Head Porter devise an updated checklist.
Required Skills: 
Relevant Duty Manager Experience
Apply to
First Name: 
Janice
Surname: 
Frost
Job Title: 
Duty Manager
Phone Number: 
0539122311
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