Duty Manager

POSITION OVERVIEW

Under the direction of the Front Office Management Team, the incumbent will assist in providing customer focused service to our guests, ensuring their stay will become an ultimate experience.

You will need to be a customer driven and an extremely proactive personality, with an outgoing, charismatic and approachable character

 

 

RESPONSIBILITIES

• Attend to crisis or emergency situations and perform service recovery. Alert executives if matter requires guidance. I.e. fire, severe injury of guest or team member. GM is to be notified for all emergencies ASAP
• Retrieve handover from FOM or AFOM after 15:00 on the daily operations
• Check Guest Daily Reports, DM Logbook at front Office for pending issues
• Participates in afternoon briefings of Front Office
• Check status of arrivals and departures after 15:00
• Meet all pending arrivals and departures
• Resolve any complaints that might occur and always ensure GM, EAM, FOM or AFOM are aware. In case of compensation, it is advisable to check with Management, prior to any action, depending on the type of compensation.
• Conduct a tour of the resort, guest and staff areas checking the condition and standards of the areas and ensuring that operation is running smoothly, and all doors are secure wherever applicable.
• Check all service outlets including the Spa
• Check all Activity areas including the Beach Club and tennis Courts
• Check staff canteen and back of the house areas
• Interact with guests and retrieve as much feedback as possible and communicate if needed to FOM/EAM/GM
• Meet guests at F&B outlets and socialize attaining feedback on stay and further information
• Meet guests at special F&B experiences: Private Beach Dinner, amphitheater, various events happenings
• Attend to guests’ enquiries, requests, complaints, and compliments. Resolve all guests’ issues and complaints during the evening shift and should problems and matters occur on other departments, such as SPA, F&B outlets he needs to liaise with the respective HODs or Asst. HODs to ensure the right service recovery is in place on time.
• Check the following in regards to energy wastage and general condition
• Inspection of 1 Vacant Pavilion if available daily
• Back of the house area check if in order (unoccupied offices, staff canteen, pantries etc.)
• The following to be considered during the inspection and noted at the DM report:
• AC to ensure off or at room temperature, lights to ensure off or on computer turned off
• Area secured and in good condition
• Handover to Night Auditor. Note handover issues at the Guest Logbook if required
• The DM is to prepare and send through the DM log report about any issues occurring during the evening shift and follow up required which should be distributed to GM and EAM and all HODs.
• FOM will inform the respective HOD’s also in the next morning briefing for any pending issues from the DM shift and any follow up that is required.
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of departmental employees
• Provide input for Front Office Departmental Meetings and deputizes in cases of absence
• Promote Inter-resort sales and in house facilities

 

QUALIFICATIONS

• Hospitality Degree from a certified school in Greece or abroad
• Previous experience of at least 5-8 years in Hotel Industry  and at least 2 years in a comparable role Front Office and/or in the position of Guest Assistant in a 5* hotel
• Solid Opera or Fidelio experience and liaise with the Accounting Department for accounting and auditing related front office procedures, reports and operational problems and payments of commission
• Fluency in business English is of course mandatory. Other language capabilities are desirable, but not essential.
• Excellent knowledge of MS Offic
• Strong interpersonal abilities
• Positive, engaging and energetic personality
• Able to be organized, manage time wisely and work with little to no direct supervision
• Very high attention to detail
• Sensitive to cultural nuances
• Excellent communication skills, both written and verbal
• Able to handle a multitude of tasks in an intense, fast paced environment
• Good people skills and the ability to work under pressure and with various stakeholders
• Professional appearance

If this sounds like you, then you may find your natural home lies with Aman. Talk to us about aligning your passions with our opportunities.