Front of House Duty Manager

At Harbour Hotels we are committed to providing exceptional hospitality and an enjoyable working environment. With a growing portfolio of stunning properties, we have many opportunities for internal promotion and a chance to grow and flourish within our ever-growing brand. With a strong focus on training and development, being part of our team allows us to help you to enhance your individual skills and knowledge and to be part of a team of leading professionals within an exciting hospitality brand.

Main purpose and scope of the role:

To supervise the Front Office department, including reception and concierge, to ensure the team meets and exceeds operational goals, service demands and standards to ensure seamless delivery of exceptional guest experiences alongside the achievement of key financial targets. Undertaking Duty Manager shift responsibilities as required.

Key Responsibilities:

• Guest Experience
  • Ensure efficient, personable, 5-star service is offered when dealing with all guest requirements in person, on the phone and via email.
  • Demonstrate a working knowledge of all services and facilities of the hotel, spa and the local area.
  • Ensure the team are performing guest check-ins and check-outs to the Company standard.
  • Ensure excellent team awareness of business in the hotel through use of the arrival list, conference guest list, and function sheets.
  • Familiarisation and effective communication of "special attention" / VIP guests to all departments prior to arrival.
  • Ensure all post stay feedback (reviews & surveys) are responded to promptly.
• Shift Management & Administration
  • Undertake Duty Manager shift responsibilities as required.
  • Ensure reception and concierge is kept presentable and appropriately manned whilst supervising the shift.
  • Ensure all registration requirements are obtained on arrival and that all details are updated prior to night audit.
  • Take ownership for guest feedback and complaint resolution by investigating thoroughly, promptly communicating to appropriate HOD's and senior management whilst on shift.
  • Ensure the cleanliness of the Hotel, including undertaking these duties and tasks, specifically Reception lobby, entrance and car park.
• Commerciality & Cost Control
  • Ensure the team take a proactive approach to maximising revenue opportunities across the hotel in line with the Company standards.
  • Demonstrate an understanding of the need to control operating costs and energy conservation to the hotel.
  • Monitor and escalate maintenance of IT equipment and systems whilst on duty.
  • Report all maintenance issues immediately following the correct procedure.
• Compliance & Legislation
  • Support the Front Office Manager to monitor and control the day-to-day work of the reception team to always ensure compliance with health and safety.
  • Adhering to GDPR when handling of guest information.
  • Support compliance with respect of financial procedures, including billing, banking and cash handling.
  • To have a complete understanding of hotel and Company procedure in the event of a fire.
  • Ensure operating practices are in place with respect to security for both self and department.
• People & Leadership
  • To lead by example and ensure operational and brand guidelines are being met across Reception & Concierge.
  • Brief and support Front of House Departments at the beginning of each shift and communicate special arrivals and hotel events.
  • Support and deliver role specific induction and training and provide ongoing coaching for all.
  • Ensure appearance and uniform standards are upheld.
• Internal Communication
  • Work collaboratively with other Duty Managers, HOD's and Operations Manager to ensure the smooth running of the hotel.
  • Escalating and managing key guest feedback to the Front Office Manager and wider HOD's to drive continuous improvement across the hotel.
  • Collaborate with all departments in the hotel to ensure the correct reports and information are provided on request.
  • Liaise with key stakeholders within Central functions as required in the absence of the Front Office Manager.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this position. This job description is not intended to be an exhaustive list of duties and responsibilities associated with the position, as flexibility in meeting Company and guest needs is required by all employees.