Job Description

Role: Duty ManagerDepartment: Front Office
Reports To: Director of Rooms
Location: Noida, sector 18
Experience: 6-8 yearsCandidate should be presently working as Duty Manager.Please share your updated cv with professional photograph at careers@radissonmbd.comPurpose: To manage assigned shifts for the Front Office and related departments by running the day-to-day operations and create an environment that is positive, supportive and team orientated.Please share your
Indictors of Success:Financial (GOP, Rev Par, RSI and Department Budget)Customer Satisfaction & loyalty goals (complaints per thousand, comment cards, annual quality review)Achievement of employee satisfaction (Gallup) and retention goals for departmentAreas of Responsibility:Participates in the development and implementation of strategies Front Office and Concierge that support achievement of the hotels goalsManages the operation of the front office and related areas during assigned shifts\xc2\xb7 Creates the first impression by supervising the door, concierge and front office areas\xc2\xb7 Participates in the development and implementation of processes and procedures for assigned departments which support achievement of service and financial goals\xc2\xb7 Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate\xc2\xb7 Prepares and analyses reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel\xc2\xb7 Analyses business forecasts and schedules accordingly\xc2\xb7 Ensures that front desk handles billing and cash in accordance with hotels standards\xc2\xb7 Plans and co-ordinates hotel housing activities by working closely with sales, catering, housekeeping and other departments\xc2\xb7 Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one anotherCreates 100% guest satisfaction by providing Yes I Can! genuine hospitality and by exceeding guests expectations\xc2\xb7 Gives personal attention, takes personal responsibility and uses teamwork when providing guest service\xc2\xb7 Listens, apologises with empathy, finds a solution and follows through when resolving guest problems\xc2\xb7 Assumes the responsibility to notice when the guest is not satisfied and uses best judgement as to when it is appropriate to use the 100% Guest Satisfaction Guarantee\xc2\xb7 Performs other duties as required to provide Yes I Can! genuine hospitalityProvides employees with the information needed to perform their job effectively\xc2\xb7 Orients employees to the department and hotel and provides on-the-job training on job responsibilities\xc2\xb7 Prioritises and assigns work\xc2\xb7 Provides feedback to the employee and department manager on the employees performance of job responsibilities\xc2\xb7 Utilises leadership skills and motivation techniques in order to maximise employee productivity and satisfaction of direct reports\xc2\xb7 Assists in all administrative and statistical analysis of department operations\xc2\xb7 Performs all Human Resources related functions within the Front Office Department, including recruitment and selection, performance management, training and counselling\xc2\xb7 Greets all arriving VIPs, is visible and in contact with guests in a public relations capacity. Logs any points of concern and promptly resolves/actions requests of guest as a First Effort priority. Follow up call(s) are to be made to ensure the guests expectations are met and exceeded.\xc2\xb7 Ability to manage all emergencies, guest and employee accidents and act appropriately to achieve a satisfactory outcome\xc2\xb7 Keeps Manager promptly and fully informed of all problems or unusual matters of significance\xc2\xb7 Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position\xc2\xb7 Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environmentSuccess Factors:Focus on the CustomerSeeks to understand the guest, internal and external customers and meet and exceed the needs of both the customer and the company.Works well in a team environment and motivates team to sustain exceptional levels of performance.Clarify and provide information so that co-workers, customers and suppliers understand and can take action.Build Strong RelationshipsFoster trust and co-operation among co-workers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.Take ResponsibilityDemonstrate personal ownership of tasks and follow through to get the required results.Key Skills and Requirements:Stand-up and/or One-one-one TrainingSkilled in the use of techniques and strategies required to deliver training material in group and one-on-one settings.Reservations ProcessUnderstand the reservations process including the role of the WRS, distribution channels and reservations flow.Payroll Control and SchedulingDetermine appropriate staffing levels based on forecasted revenue and anticipated business and create staffing schedules which optimise the balance between desired profitability, customer demands and employee desires.Performance Management, SupervisoryDemonstrate ability to relate to, communicate with and motive employees to sustain high performance and quality levels.

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