Duty Manager

Position OverviewThe Duty Manager is responsible for the guest experience at the hotel, to ensure unforgettable moments are created. This could be regarded as enhancing experiences and/or the implementation of recovery plans for missed opportunities. The Duty Manager is also regarded as the link between guests and agents while staying at the hotel. The Duty Manager has the responsibility to act as guidance for other department Managers when related to guest experience and in the event of risk or crisis management.Key Responsibilities and DutiesHas a thorough knowledge of the hotel outlets, facilities and servicesEnsures the corrective action of guest complaints by the implementation of recovery plansThis starts by immediate acknowledgment and resolution with 24 hoursHas the responsibility to maintain and improve guest experience in all areas of the hotelBuilding and improving relationships with agents and welcome back guestsHas the responsibility to ensure all guests who are highlighted by the Agent (HBA’s) are met upon arrival and throughout their stay to provide the agent with feedback and to ensure any areas of improvement are identified during the guest stayManaging the guest interchange programmeIdentifies training needs within the Front Office department and communicates this to the Front Office Manager and Assistant Front Office Manager to implement an action planFocuses on special celebrations for Welcome Back and VIP guests to ensure we create memorable momentsActs as a support to the Concierge team when required and in the absence of the Front Office SupervisorAlong with Sales and Marketing Team has the responsibility to drive on line feedback along with the guest questionnaires and general feedback received from guests while staying with us and after departureIt is mandatory for the Duty Manager to have a strong presence during breakfast and dinner service to ensure the enhancement of guest experienceAttends all training and workshops as and when requiredHas the responsibility to assist in driving the Leading Hotels of the World and ALL Loyalty standard set out by FairmontModels the Organisational Values, Code of Ethics and Organisational Code of Conduct  Has the responsibility to complete monthly LQA audits and to provide the Front Office Manager and the Assistant Front Office Manager with feedback to improve the service offeringShould be flexible and have the willingness to take on extra projects and tasksResponsible to complete spot checks of all guest facing areas, to ensure maintenance and cleanliness standards are upheldPerforms any reasonable duty as instructed by the Guest Experience ManagerHas the responsibility along with the Security Manager to be the liaison with regards to lost and found items left behind by inhouse guestsFinancial AttributesImplementation of recovery plans by minimizing revenue loss, while ensuring appropriate level of guest service is achieved. This may include, but is not limited to enhancing guest experience, through guest complaint handling for WBK, HIP, HIM and VIP guestsEncourages upselling of all rooms, hotel facilities and outletsEncourages the upselling of the hotel chauffeur vehicleEncourages the All-Loyalty program to ensure targets are met