Duty Manager

Company Description

Grand Mercure Bangalore offers 126 suite style rooms with in-built kitchenettes. Our rooms offer the privacy you want but with the luxury and indulgence of a hotel. These suites are modern, tasteful and relaxing, suiting purposes of both leisure as well as business. Bright and spacious, they also include flat screen televisions, DVD players, music systems, Wi-Fi and 24 hour room service.

Grand Mercure is known for its passion for food and wine. Dining is always a culinary experience with ‘The Verandah’, our Global Cuisine restaurant and ‘By The Blue’, our poolside RestoBar which offers inspired Indian cuisine.

 

Job Description

Main Duties:

Administration

• Liaise with different departments for smooth and coordinated work.
• Should ensure that the team members are adhering to the Human Resource policies.

Customer Service

• Personally welcome and escort all hotel guests.
• Authorize courtesies for all VIP’s
• Maintaining guest profile and updating the same on regular basis
• Ensure to interact with the guests & enable the team to understand guest requirements.

Financial

• Responsible for maintaining high level of room sales, by up-selling.
• Adhere to Accor guidelines for all the financial related procedures
• Ensure maximum room occupancy within agreed overbooking policy.
• Ensure to balance the accounts on a daily basis.

Operational

• Adhere to the Standard Operating policies & Procedures.
• Check outstanding of in-house guests on a daily basis.
• To check whether the following records are kept in order and up to date:

1.  “C” forms
2. Reception / Information Log Book          

• Ensure that the luggage of incoming and outgoing guests is handled quickly and efficiently.
• Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered.
• Check the grooming and hygiene of the team.
• Ensure all VIP room inspection in coordination with House Keeping Department.
• Ensure that newspapers and parcels are delivered in the rooms without delay.
• To be readily available at all times to deal with problems or complaints.
• Ensure effective and speedy check-in & check-out facilities.
• Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
• Ensure that the entrance is easily accessible to cars and taxis at all times.
• Conduct briefing for concierge and Front Office Assistants.
• Log security incidents and accidents in accordance with hotel requirement
• Communicates with FOM all information likely to be interest to them

Personnel

• Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behaviour, tactfulness, openness, and cultural awareness.
• Ability to accept responsibility.
• Self confidence, motivation, drive and tenacity.
• Ability to enhance organizational performance.
• Ability to clearly delegate tasks and responsibilities.
• Ability to think strategically, inductively, and creatively.
• The propensity to recognize and acknowledge other people’s ideas.

Other Duties

• Ensure cleanliness of all areas under the Front Office viz., Lobby, corridors, main staircase and drive away.
• Helping other department in case of emergency.

Qualifications

• Previous Duty Manager experience preferably within a hotel environment
• Exceptional communication and interpersonal skills that will see you develop strong rapport with guests and colleagues
• A confident and proactive problem solver, with strong conflict resolution skills
• The innate ability to remain calm under pressure and when responding to emergency situations 
• Exceptional time management skills will help you in managing competing priorities in this fast-paced service environment
• Excellent attention to detail and a genuine commitment to delivering 5-star service
• Experience with Opera PMS, and First Aid and CPR is advantageous