Relief Duty Manager

Job Description

OVERVIEW/BASIC FUNCTION:

Responsible for the management of all aspects of the Hotel functions, in accordance with hotel

standards. Directs, implements and maintains a service and management philosophy which serves as a guide

to respective staff.

RESPONSIBILITIES:

· Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

· Ensure that standards are maintained at a superior level on a daily basis.

· Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

· Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

· Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

· Maintain positive guest relations at all times.

· Resolve guest complaints, ensuring guest satisfaction.

· Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

· Maintain complete knowledge at all times of:

• All hotel features/services, hours of operation.

• All room types, numbers, layout, decor, appointments and location.

• All room rates, special packages and promotions.

• Daily house counts and expected arrivals/departures/ VIP’s.

• Room availability status for any given day.

• Scheduled in-house group activities, locations and times.

• All hotel and departmental policies and procedures.

· Access all functions of the computer system.

· Answer department telephone within 3 rings, using correct greeting and telephone etiquette.

· Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.

· Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such.

· Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

· Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.

· Ensure that staff report to work as scheduled. Document any late or absent employees.

· Coordinate breaks for staff.

· Assign work duties to staff.

· Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

· Inspect grooming and attire of staff; rectify any deficiencies.

· Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

· Monitor staff performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include all overnight staff members.

· Monitor the hotel front entrance and resolve any congested situations.

· Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

· Monitor communication logs and ensure that guest requests are followed up in a timely manner

· Monitor safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys.

· Monitor guest mail and ensure that it is processed according to procedures.

· Monitor and ensure that express checkouts are processed through the system.

· Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.

· Assist staff with their job functions to ensure optimum service to guests.

· Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

· Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

· Ensure security of guestroom access.

· Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:

• Contracted banks

• Shortages/overages

• Late charges

• Petty cash/paid outs

• Adjustments

• Posting charges

• Making change for guests

• Cashing personal/travelers checks

• Payment methods/processing

• Settling accounts

• Perform daily night audit

• Cashier reports

• Balancing receipts

• Dropping receipts

• Securing banks

· Verify previous night's no-shows, verify and ensure billing of such and inform Accounting/ Reservations departments.

· Assist Accounting in researching all disputed charges and contact guests when required to explain disputes regarding Front Desk procedures.

· Assist staff with expediting problem payments.

· Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked”

guests. · Monitor and direct security team to ensure safety for all guests and hotel staff as well as properties.

· All other duties as required.

QUALIFICATIONS:

· Experience: Minimum two years’ previous hotel Front Office experience in a supervisory position, preferably

in a luxury or ultra-luxury hotel. Experience as Night Manager will be an additional asset.

· Education: High school diploma;

· General Skills : Must be able to perform job functions with attention to detail, speed and accuracy; prioritize,

organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment;

follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a

team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Outstanding leadership and guest relations skills; Has demonstrated ability to work effectively without

supervision, under pressure and make sound effective decisions on behalf of the Hotel. Ability to diffuse

guest-related situations/emergencies including challenging conflicts; Excels in observational, initiative and

creativity; Must be able to show a great deal of patience. Must be able to work under high pressure & stress

situations during peak periods

· Technical Skills: Previous night audit experience required. Is knowledgeable with the safety component of

associates & guests during emergencies; First Aid Certificate and knowledge of fire, life and safe procedures

an asset. Familiarity with yields management and cost controls; ability to perform job functions with

attention to detail, speed and accuracy, prioritize and organize, be a clear thinker, remaining calm and

resolving problems using good judgment, follow directions thoroughly, understand guest’s service needs,

work cohesively with co-workers as part of a team, work with minimal supervision, maintain confidentiality of

guest information and pertinent hotel data, ascertain departmental training needs and provide such training,

direct performance of staff and follow up with corrections when needed, input and access information in the

property management system/computers/point of sales system.

· Language : Required to speak, read and write English. Additional language is an asset.

· Physical Requirements: Must be able to exert physical effort in transporting 40 pounds, endure various

physical movements throughout the work areas, reach up and down, remain stationary at times throughout

work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Licenses & Certifications: None required

*This role is part time, covering 2 shift/week.

About Us

Following its debut in the Roaring '20s, the legendary Hotel Georgia came to be known as Vancouver's most historic and elegant retreat. When it first welcomed guests in 1927, the hotel brought unheard of luxuries to the young city of Vancouver and Canada's West Coast. And it wasn't just the local society set that made the hotel the heart of Vancouver; Louis Armstrong, Ginger Rogers, Frank Sinatra, Laurence Olivier, the Rolling Stones and the Prince of Wales all added to the mystique of this irreplaceable piece of history. Now unveiled as Rosewood Hotel Georgia, the fully restored Georgian Revival property has returned to its former grandeur with additional elegance afforded by extensive amenities and the impeccable service of Rosewood Hotels & Resorts. From the painstaking restoration of Old World craftsmanship to the addition of the most luxurious furnishings and latest technology, Rosewood Hotel Georgia offers an unmatched combination of legacy and luxury - a return to the golden age of hotel travel.