Duty Manager Hotel

CitySuites are serviced apartment that offers luxury touches with home comforts, offering a level of service and quality youd be hard-pressed to find elsewhere in the market. This fusion is the first of its kind and the end result is a highly desirable accommodation where residents dont have to compromise on their lifestyle or property choice.

We require a passionate Duty Manager to assist in leading the team in delivering services over 350 units of studio, one Bedroom apartments, two Bedroom apartments and three Bedrooms apartments. In this role you will be working closely with Operations to oversee the day to day running of the building. As part of the Management Team you will be responsible for consistently delivering excellent customer service with an informed, friendly and effective approach. The ideal candidate will be an energetic, dynamic, and an enthusiastic individual who is passionate about hospitality. With previous hospitality experience, you will need the management abilities to plan, organise, direct and co-ordinate activities to accomplish stretching business objectives.

Key job responsibilities:

Customer service

The customer proposition will be market leading with unchallenged service standards in the local market, you will be expected to:

1. To ensure that the total appearance of the building creates a professional impression to customers and team members

2. To be fully responsible for the operation of the residence from compliance (Health and Safety) to standards and service

3. To drive the consistent unrivalled delivery of customer service initiatives through the departments and evaluate the success of these initiatives

4. To handle guest complaints and react quickly to ensure the guest leaves satisfied with the outcome.

5. To support all departments where needed to ensure every aspect of customer service is memorable and pleasurable.

Business Awareness

As part of your role you will be expected:

1. To take accountability for the total residence operation in the absence of the General Manager.

2. To keep yourself informed of the Brand goals and objectives, maximising the role you play in delivering the budgeted profit and targets.

3. To have thorough knowledge of how each department functions so you can offer support where needed around the business.

Staff

You will be expected to motivate and drive the team to success, creating an award winning culture which exceeds all key objectives. You will be expected too:

1. Create a team environment which promotes good employee morale and ensures a high level of commitment and pride in the residence.

2. To ensure effective communication between all company departments

3. To carry out quality training and development in a systematic and professional way in order to meet the needs of the business and assist in individual Team Members personal development

4. To continuously coach and counsel subordinates

5. To manage the staff team and meet all legislative requirements as well as our standards

General

As part of the Management team you will be accountable for:

1. Ensuring the residence achieves all legislative compliance

2. To operate all IT systems in line with Company requirements

3. To undertake any other reasonable projects as required by the Operations Team to grow and improve the business

4. To attend training when required

5. To be fully aware of and strictly adhere to Fire, Bomb and Health and Safety procedures

6. To strictly adhere to all security procedures laid down by the Company

7. To be fully aware of and comply with CitySuites rules and regulations as identified in the Employee handbook

Reporting

This role will report directly to the General Manager for their personal performance and development of the residence, based on agreed performance indicators which will include:

• Customer service standards, including customer feedback
• Operational standards, through the QSCD system (Quality, Service, Cleanliness and Development)
• Training and development
• Achievement of P&L budget

Reporting will be by way of planned weekly meetings, monthly meetings including a pro-forma monthly report and ad-hoc meetings.

Job Types: Full-time, Permanent