Employment Status: Full-time (30+ hours per week)
Employment Type: Permanent
Places of Work: Queenstown
TFE hotels is one of New Zealand’s leading hospitality establishments. We trade as A by Adina, Adina Hotels, Vibe Hotels, Quincy, Travelodge Hotels, Rendezvous and Collection by TFE Hotels.
We are currently recruiting for Duty Managers to work in Queenstown.
Purpose
As Duty Manager, you will oversee, lead and support the Front Office Team. You will champion exceptional customer service, proactive upskilling and coaching your team to create consistent exceptional guest experiences. No two days are the same but your engagement and communication with all the interconnecting departments will ensure you remain ahead of the curve in terms of where you and your team need to focus.
Primary Responsibilities
Every day will be different; however your core responsibilities will be to:
- You lead the daily front office operations of the hotel and are the go-to for the front office team members.
- Ensuring smooth operation, ensuring smooth check-in/check-out processes and guest satisfaction during AM, PM and NIGHT Shifts, as the Manager on Duty.
- You resolve escalated customer complaints from front office team promptly and report any unresolved issues to your manager.
- To assist with the orientation, training and development of all front office team members as required.
- Coordinate tasks for each shift and delegate to Receptionists accordingly.
- Co-ordinate rosters and attendance records.
- With a hands-on style, you encourage team involvement, initiative, and a focus on continuous improvement.
- Complete all duties as Front office team members as and when required.
- Ensure smooth sailing of the daily check-in/check-out process, use of guest names, CRM and correct cashiering procedures auditing functions procedures are followed ensuring guest accounts are accurate and charges are posted prior to checkout.
- Audit the daily activity of all Front Office and Food & Beverage operations – check off that everything’s in order (where applicable).
- Provide supervisory assistance as needed to support the logistics function on site.
- Conduct daily team briefings to share hotel activity e.g. VIPs in house, group movement, promotions, guest feedback.
- Supervise and manage all reservation requests and escalate to Manager or Reservation team for complex bookings.
- You assist in the preparation of monthly reports commenting on key performance indicators in each area of control.
- To coordinate responses to guest needs, ensuring special requests are channeled through to the appropriate department and any grievances are resolved.
- Regular liaison with Maintenance, ensuring maintenance requests are completed quickly focusing on guest needs as a priority.
- Upkeep of all security surveillance and door control equipment so that it operates effectively in maintaining Hotel security
- Manage the hotel’s crisis response wherever necessary, making quick decisions about evacuations, emergency services, and guest care.
- Be safety focused and an ambassador for Health, Safety and Wellbeing.
- You will have:
- at least three years of relevant work experience in a comparable role and industry; or
- a combination of a relevant qualification that is at least diploma level and at least 1 year of relevant work experience in a comparable managerial role
- Shift work will be required and may include early and late shifts, as well as overnight shift coverage as needed to support the Night Manager function, team and operation. Flexibility is required to work Monday to Sunday on a rotating roster.
- Weekend and public holiday shifts are required.
- You (ideally) have studied towards a Hospitality Diploma or Degree.
- Good communication and customer service skills is a requirement.
- A Managers certificate or licence controller qualification will be highly regarded
- Good computer literacy and adaptability to new technology is highly desired.
- Demonstrable expertise in facilitating general front office procedures, night audit processes, and general operational activities will highly regarded so will experience in a previous Duty Manager or Night Manager role.
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