Duty Manager - Front Office

Role Overview

The Duty Manager acts as the Property Manager on Duty, overseeing all operations within the property to ensure exceptional hospitality standards and service delivery. This role serves as the representative of property management in addressing guest or property-related issues, managing lobby inquiries, and overseeing guest relations and service tracking.

Key Responsibilities

• Collaborate closely with all departments to facilitate property goals and swiftly resolve operational problems.
• Communicate deviations from routine operations promptly to relevant departments.
• Distribute daily Manager on Duty (MOD) reports to all departments.
• Drive continuous enhancement of service quality and compliance with established policies and procedures.
• Highlight guest satisfaction efforts during departmental meetings and promote ongoing improvements.
• Adhere to loss prevention guidelines and examine staffing to meet guest service, operation, and financial objectives.
• Analyze financial and performance reports to identify cost-saving and improvement opportunities.
• Address guest and employee situations to uphold property integrity, guest satisfaction, and employee welfare.
• Empower staff to provide outstanding customer service with immediate guest assistance as required.
• Exemplify leadership through exemplary hospitality skills and set positive guest relation standards.
• Handle guest complaints and ensure staff understand service expectations.
• Engage regularly with guests across the property to collect feedback on service quality and satisfaction.
• Participate in formulating and implementing corrective actions to improve guest experiences.
• Maintain records of guest issues using the guest response tracking system.
• Support human resources by assisting in investigations related to accidents involving employees or guests.
• Monitor employee service performance and provide individual feedback.
• Conduct property inspections focused on appearance, safety, staffing, security, and maintenance.
• Recognize team achievements publicly to promote morale.
• Ensure cross-training of employees to maintain smooth daily operations.
• Administer property policies consistently, manage disciplinary procedures aligning with Standard and Local Operating Procedures, and support peer review processes.
• Understand and implement emergency protocols for various crisis situations including accidents, crimes, fires, and others.

Company Philosophy

The employer is committed to equal opportunity, embracing diversity, and fostering an inclusive environment where associates’ unique backgrounds and talents are appreciated. They prioritize the well-being of their associates as the foundation of outstanding guest experiences, offering a culture of camaraderie, training, development, and recognition within a luxury hospitality setting.

Additional Information

• Job Number: 26084457
• Category: Rooms & Guest Services Operations
• Workplace Address: 22-26 Albert Street, Auckland, New Zealand, 1010
• Work Schedule: Full-time
• Position Type: Management