MELCO Resorts and Entertainment- Duty Manager, Hotel-Limassol 89 views

Job Overview

POSITION SUMMARY:

The Duty Manager, Hotel always provides ongoing hotel managerial support, monitoring customer satisfaction, security, employee activities, and physical defects with focus on the lobby and public areas of the hotel.

PRIMARY RESPONSIBILITIES:

  • Takes responsibility in the absence of higher authorities in any situation requiring Management support/action
  • Monitors performance standards across the hotel, reporting issues/concerns as needed
  • Resolves efficiently any issues raised by any guest to ensure their needs are met and their expectations are exceeded
  • Ensures on-going relations and rapport are not compromised with the guest and that exceptional customer service is always provided
  • Maximizes daily room revenue by monitoring status and rooms availability
  • Adjusts rate strategies if revenue opportunity demands in the absence of the Senior Manager, Rooms
  • Liaises with other key departments across the Hotel and delegates tasks as required to ensure the entire operational requirements are met
  • Improves and develops departmental procedures to increase efficiency and productivity and improve service to guests
  • Monitors and conducts regular property patrols
  • Eliminates revenue losses by ensuring credit policies are adhered to by the department and by implementing and observing accurate cashier standards
  • Maintains current product knowledge of events and facilities to ensure guests receive accurate, timely information and advice
  • Adheres to and exhibits pro-active leadership in accordance with internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behavior, and a workplace culture of equity and diversity is fostered
  • Consults and involves employees to promote an environment where workplace hazards are minimized, and the health and safety of employees is valued
  • Oversees proper operation of various sections of the department especially those servicing VIP guests
  • Works and coordinates well with Transportation department to ensure proper arrival and departure arrangements
  • Maintains high level of overall guests’ satisfaction in all areas and achieve high quality guest service standards in accordance to established Hotel’s Service Standards
  • Maintains consistent and effective communication to all departmental managers and staff
  • Ensures close communication and relationship with VIP guests to ensure guest’s stay experience is positive
  • Produces and provides relevant front operations reports, statistics, and analysis
  • Adheres to all Company policies and procedures

KEY PERFORMANCE INDICATORS:

  • Good management of complaints and incidents
  • Positive customer Feedback
  • Continuous progress of Technical Skills
  • Staff Retention and Development

QUALIFICATIONS:

Education

  • Bachelor’s degree in hospitality or related field

Experience

  • At least 5 years previous experience in a Front Office Managerial role in a five-star resort

Skills

  • Excellent interpersonal and customer service skills
  • Good negotiation and conflict resolution skills
  • Leadership and coaching skills.
  • Strong in finance and budgeting
  • Fluent in both written and spoken English
  • Computer literate with PMS, Word, PowerPoint, Excel
  • Strong problem solving and critical thinking

PERSONAL COMPETENCIES:

  • Attention to detail
  • Achieves agreed objectives and accepts accountability for results
  • Displays a high commitment to delivering results
  • Leads others to achieve business objectives
  • Communicates effectively
  • Able to work on flexible shifts including overnight, weekends and holiday on rotation basis
  • Displays the highest level of integrity
  • Ability to maintain discretion
  • Self-motivated
  • Approachable

To apply please click here: Duty Manager, Hotel

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