Job Description
JOB SUMMARY
We are recruiting a Day Duty Manager to establish our dynamic Front of House team as we get ready to open our doors. These full-time roles will work 8-hour shifts in a pattern of 5 out of 7, including weekends. Shift pattern will vary between early (7:30am-3:30pm), middle (changing), and late (2:30pm-10:30pm).
Reporting directly to the Assistant General Manager, you will ensure that guests have the best experience and consistently deliver the highest levels of customer service.
Annual Salary: £37,000
Closing Date: 21st February 2025
Working Hours: 37.5 hours per week, 8-hour shifts, 5 out of 7 days across Monday - Sunday
MAIN RESPONSIBILITIES
MAIN RESPONSIBILITIES:
* Look after our guests, which may include check in/check out, handling billing, making sure guest accounts and data are correct, and dealing with any requests and enquiries.
* Serve as initial escalation point for guest issues, resolving them where possible and escalating to the Assistant General Manager, if needed.
* Take ownership of the lobby space and ensure everyone who walks in through the doors feels welcome.
* Familiarise yourself with all room types to better assist guests.
* Get to know the neighbourhood and give guests recommendations of the best places to visit.
* Maintain flexibility with shift arrangements to accommodate operational needs.
* Respond to guest reviews and surveys individually and addressing all points raised.
* Creating Standard Operating Procedures (SOPs) for the department and following existing ones.
TEAM MANAGEMENT AND COMMUNICATION:
* Ensure effective communication with all departments to facilitate smooth service delivery.
* Receive comprehensive handovers from the Duty Manager (day or night) and address any outstanding issues.
* Keep the Duty Manager Log updated, ensuring all follow-up tasks are clearly outlined for the next shift.
* Oversee the performance of the team, providing feedback to the Assistant General Manager.
* Supervise and direct both day and night staff, ensuring optimal team coordination.
* Provide support to team members on shift as necessary.
* Assisting the Assistant General Manager with on-boarding and training new team members.
* Ensure completion of appraisals for assigned Hosts.
COMPLIANCE AND POLICIES
* Comply with all People & Development policies and procedures in the management of team members.
* Adhere to GDPR regulations, ensuring the protection of guest data.
* Follow aparthotel protocols regarding fire safety, hygiene, and health regulations, as outlined in the Team Directory.
* Stay informed on fire and security procedures, accident reporting, cash handling, and uphold the aparthotel's codes of conduct.
PERSON SPECIFICATION
* Previous management experience in hospitality sectors is essential.
* Leadership quality with the ability to motivate the team.
* Excellent communication and interpersonal skills displaying understanding of guests needs.
* Have a positive, can-do, approach to the role.
* Bring your attention to detail to make sure you delight our guests.
* Good level of computer literacy using Microsoft Word, Excel and Outlook.
* High standard of written and spoken English, additional language skills are of benefit.
* Flexibility and adaptability, energy and enthusiasm.
* Problem solving, well organised and ability to work well under pressure.
* Right to work in the UK required.
HEALTH SAFETY AND WELFARE RESPONSIBILITIES
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.
ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES
Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our communityand utilising our volunteering.
QUALITY MANAGEMENT RESPONSIBILITIES
In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.
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