Front Office Duty Manager

**Job Purpose**:
To take responsibility for the day-to-day floor management and guest service of various departments as a roaming hotel operations generalist working in varying duty management capacities as required by hotel business needs.

**Organisational Positioning**:

- **Department**:Rooms Division
- **Reporting to**:Front Office Manager
- **Functionality to**: Guest Experience Manager and Head Concierge
- **Location**:The Twelve Apostles Hotel Premises

**Minimum Experience or Qualification**:

- Must have at least 3 years 4/5* Hotel experience of which at least 2 years should be in Front Office
- International experience advantageous
- Hotel School Diploma or other relevant qualification
- Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel
- Knowledge of a Property Management System at Operator Level; exposure to Opera advantageous
- Highly presentable
- Excellent command of the English language with solid verbal and written communication skills
- Fluency in a Foreign Language, particularly German, advantageous
- Proven administrative strengths and financial understanding
- Proven experience and understanding of the Night Audit Procedures
- Previous experience in Reservations
- Must be able to work flexible hours including week-ends, public holidays and evening/night shifts

**ADVANTAGEOUS EXPERIENCE AND QUALIFICATION DESIRED**:

- Fluency in a Foreign Language, particularly German, advantageous
- Exposure to Micros

**Behavioural Summary**:
The focus of this position is working with and through others, building and maintaining relationships, and working closely and accurately within established guidelines. There is a need for an effective communicator, someone who is able to stimulate and motivate others while being aware of and responsive to their needs and concerns. There will be many different people to meet and work with. The person in this position must be friendly and genuinely interested in the business, agenda, and needs of others, including the company, its management, the team, the company's customers, or all of the above. A persuasive, teaching style of communication is required to communicate the company's policies, programs, and systems. A faster-than-average pace will be the norm for this position. Detail work is a major focus of the job, and those details need to be handled quickly, correctly, and efficiently. This portion of the work will often focus on relationships with others; correct handling of details dealing with others is necessary to maintain and grow relationships. If the job involves managing others, following up carefully, closely, and cheerfully is required to ensure both correct work and maintenance of the relationships. Necessary corrections must be made in a constructive, supportive manner. As time is usually a factor, the work must be done on time, as well as correctly. In general, this is a position where guidelines, structure, and established policies must be followed fairly closely, while working with and for others.

**Key Performance Objectives**:

- To be a Red Carnation Hotel Ambassador by:

- Actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
- Owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers
- Ensuring that you are familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook
- Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
- Working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
- Being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
- To actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
- To be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service

To support the management of the Hotel in accordance with Red Carnation Hotel Management principles by:

- Ensuring constant floor presence during peak operational times; interacting with both staff and guests in a constructive manner, fostering positive relationships; and by taking personal responsibility for every guest and staff situation, seeing it through to its solution.
- Recommending updates to hotel policies and procedures, in order to maintain high standards and provide the best possible service to guests, an