The Duty Manager is responsible to oversee the daily operations of the Guest Relations and Security in monitoring and maintaining the daily functions of the hotel operation. Act as the main contact for associates and other hotel departments in the absence of the Head of Management.
Key areas of accountability:
Guest Experience & Department Support
Training & development
Safety & Emergencies
Controlling & Reporting
Coaching & performance review
Star Selection
Outcomes to be achieved:
In this position, you are accountable to achieve the outcomes listed below:
Star Selection
• All stars selected meet the essential requirements of the employee specifications for their position
Training & development
• Stars passing probation period have been trained in all essential tasks as per self- leadership assessment form
• Star performers and high potentials have access to further professional and personal development training as per training plan
• Training plans for all stars are prepared, implemented and regularly update
• An active talent spotting programme is in place to support succession planning and career growth for shining stars.
Coaching & performance review
• All direct reports receive a formal annual performance review prior to contract renewal
• On job performance is regularly observed and assessed informally. Good performance is acknowledged, poor performance is coached
• All employees complete a self- leadership review and attend a formal performance review before the end of their probation
Safety & Emergencies
• Safety and Security of the resort is observed and any irregularities are reported immediately and action is taken
• Guests and staff are coordinated during an emergency and excellent knowledge of first aid and fire procedures are known to practice whenever it’s necessary
Guest Experience & Department Support
• Executive Assistant Manager, Resident Manager and General Manager are assisted if requested
• All departments in times of pressure are assisted, where reasonably possible
• All guest requests, complaints, incidents, accidents, lost items, broken or damaged items including guests, employees or resort items are reported
• All guests experiencing a problem have received an appropriate response, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner
Controlling & Reporting
• Daily rooms spot check for arrivals are conducted
• All company policies are followed by all employees in every department
• Any sensitive information concerning employees, guests or the resort are handled confidentially
• All departments are contacted to ensure communication of the day’s activities, events and operational information
• Smooth and detailed handover for the night duty manager is ensured and controlled
• Daily inspections of all hotel facilities ensuring all areas are maintained to a high standard of cleanliness
Other duties are performed as assigned by the Head of Management.
