Duty Manager Front Office

**Job Purpose**

The Front Office Duty Manager is accountable for supervising front desk activities (check-in, check-out, night audit), ensuring that internal (SOP’s) and external (tourism grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided by the department is professionally executed in line with Sun International standards and legislative requirements.

**Key Performance Areas**

**Shift Supervision**
- Put in place staff scheduling and duty allocations to ensure maximum coverage
- Handle shift briefings / handovers / shift reports
- Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
- Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
- Report and resolve any issues experienced
- Manage the control of stock and operating equipment as per SOP for the department
- Cash-ups at the end of the shift
- Complete shift reports
- Facilitate the preparation of welcome letters/cards; VIP amenities and any special requests for guests visiting the property (e.g. special flowers/cake)
- Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences

**Front Office Operations**
- Monitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
- Oversee and supervises guest arrivals and departures with the front office team
- Participate in checking-in and checking out guests as required and review the rooms system to ensure data hygiene and complete customer information
- Maintain master key control for the shift
- Review daily front office work and activity reports generated by night audit
- Supervises the management of debtors, group and individual guest invoicing and cash operations.
- Conduct cash-up procedures, verifying all bank deposits at the end of the shift
- Monitor all receptionists to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Develop and track a comprehensive filing system with back-up documentation of, vouchering, schedules, forecasts, reports and tracking logs
- Co-ordinate internal audit procedures, ensuring that procedures (including the pricing policy) are duly applied.

**People Supervision**
- Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
- Identification of employee training needs
- Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
- Supervise employee relations within the department
- Staff communication and motivation
- Performance contracting, reviews and development
- Assist in providing resources and removing obstacles to performance
- On boarding of new staff members

**Financial Control**
- Authorise spend in line with budget
- Report on any variances for the department

**Delivered Customer Experience**
- Ensures that guests are treated with courtesy and respect at all times
- Interact with guests and provide professional service standards and solutions
- Handle any escalated complaints, disputes and suggestions as required
- Engage with customers and provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice
- Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
- Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, opening times of restaurants; activities;
- Compile plans and flag VIP guests to ensure their experience during their stay is exceptional; including the smooth movement of VIP’s to and from activities or restaurants; providing different options and activities, including external offerings, personalising their experience
- Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
- Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property
- Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience

**Work Conditions and Special Requirements**
- Ability to work shifts that meet operational requirements (including public holidays, night work and weekends)
- Physically able to stand for extended periods of time

**Education**
- Grade 12 / Matric
- 3-Year Hotel