Company Description

　　#BeLimitless 

　　We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. 

　　By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.  

　　Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS 

　　Job Description

　　Responsibilities:

　　The Duty Manager is primarily responsible for supervising all the Receptionists while they are on shift, ensuring all tasks are completed on a daily basis and that the shift runs smoothly, being the main point of communication for Reception and all other operating departments, such as Housekeeping and Engineering.

　　Supervise Receptionists/Guest Service Agents, assisting them with issues that may arise and ensuring that all tasks are completed up to Fairmont standards

　　Ensure staff have their breaks, according to the number of hours worked

　　Ensure that there is adequate staff coverage in the Lobby and at the Reception/Front Desk at all times

　　Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception/Front Desk is continuously clean and tidy

　　Be fully competent in all reception and cashier duties

　　Cover all shifts if required

　　Cover Rooms Coordinator shifts if required

　　Liaise with other Departments in regards to special guest requirements (i.e. Uniform/Guest Services, Florist, Housekeeping, In Room Dining)

　　Be present at the Reception/Front Desk whenever possible

　　Deal promptly and effectively with any complaints

　　Meet and greet VIP guests

　　Co-ordinate arrivals and departures, monitoring waiting times, always keeping guests informed and ensuring that they are as comfortable as possible

　　Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems

　　Liaise with Housekeeping as to which rooms do not need to be turned down if occupancy allows

　　Liaise with Concierge to ensure swift baggage dispatch and collection

　　Follow up on late cancellations and no shows and charge when appropriate

　　Inform the receptionist/cashiers of new memo’s during the handover

　　Check the next day’s arrivals correspondence, confirming car-, restaurant- and theatre-bookings. Ensure that all guest needs are dealt with satisfactory

　　Coordinate with Rooms Coordinator on all room allocations, ensuring effective communication of these with Receptionists/Guest Service Agents

　　Deal with room moves, and ensure seamless communication of these with the relevant departments

　　Check potential room revenue for any discrepancies and do necessary corrections

　　Balance the screen (room types) for next day

　　Maintain amicable and co-operative working relations with all other departments

　　To be responsible for identifying any training needs of Reception/Front Office staff and communicating these to the Front Office Training Manager

　　Ensure enough supplies of all stationary items are in storage

　　Assist the Director of Front Office and Assistant Director of Front Office in all aspects of the department and ensure service standards are followed

　　Manage any emergencies on the desk and take necessary actions

　　Follow up all audit points with regards to LQA, JD Powers, etc..

　　Assist guests regarding hotel facilities in an informative and helpful way

　　Follow department policies, procedures and service standards

　　Follow all safety policies 

　　Other duties as assigned

　　The Duty Manager may be required to carry out other duties, directed by the Assistant Director of Front Office 

　　Qualifications

　　Qualifications:

　　Minimum 3 year supervisory experience in luxury hotel

　　Proficient in the English and local language (verbal & written)

　　Third language is an asset

　　Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective

　　Must be flexible in terms of working hours

　　A hospitality diploma is an asset

　　Knowledge of Property Management System (Opera) and Windows, MS Office Suite an asset

　　Prior experience in customer service an asset

　　Proven ability to handle cash effectively and accurately