Job Description

There\xe2\x80\x99s nothing complicated about dealing with business people.

They\xe2\x80\x99re just people. Doing business.

By day, international marketing superhero. By night: fluffy bath robe and a box set. Like Liz, who\xe2\x80\x99s left her laptop cable in the cab. Or Mario, who\xe2\x80\x99s secretly missing his cats. The early riser, who\xe2\x80\x99s first in the gym. The sales team preparing for the \xe2\x80\x98big pitch\xe2\x80\x99 over a freshly prepared lunch. At Crowne Plaza Hotels and Resorts, we embrace the new world of business and understand that Modern business travellers want a hotel (and a hotel team) that understands and supports them, helping at every turn.

What is the Job?

The moment a guest enters the hotel, they will be amazed by the exceptional service provided. As a Duty Manager, you\xe2\x80\x99ll deliver a memorable service to guests by assisting and answering their enquiries that exceeds their expectations. You\xe2\x80\x99ll also create the warm atmosphere that makes our guests feel at home in any location.

Your Day to Day

Guest Experience

• React and respond to guests to resolve their problems and also provide them with personal recognition
• Ensure VIPs and priority club guests receive special attention

Financial

• Ensures front line team members comply with FIT Marketing techniques, maximize sales and upsell while promoting inter-hotel sales and in-house facilities
• Check billing instructions and monitor guest credit
• Analyzes and approves discounts and rebates
• Analyze the rate variance report to ensure rooms revenue control
• Help prepare annual departmental operating budget and financial plans.
• Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management

People

• Support and assist Front Office team and all departments during peak hours (greeting, rooming and sending off VIP guests)
• Supervises and directs Reception and Reservations personnel in terms of standards of conduct, uniform, hygiene and appearance
• Assist superior in all team member related matters (staffing, recruiting, training, discipline, communication)
• Ensure your team are properly trained according to hotel\xe2\x80\x99s guidelines and quality standards

Responsible Business

• Ensure all procedures are conducted safely and according to policies, procedures and guidelines
• Be aware of duty of care, adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Log security incidents and accidents in accordance with hotel requirements
• Takes action with the Property Management Systems (PMS) in emergency situation

Ideally you have minimum 2 years of working experience in a Supervisory Role in a hotel Front Office department. You have a minimum qualification of Diploma in any aspect and is able to work rotational shift, including night shift.

We\xe2\x80\x99ll reward all your hard work with a great salary and benefits \xe2\x80\x93 including a uniform, great room discount and superb training

Join us and you\xe2\x80\x99ll become part of the global IHG family \xe2\x80\x93 and like all families, all our individual team members share some winning characteristics. As a team, we work better together \xe2\x80\x93 we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve.