Hapuku Lodge + Treehouses are looking for an experienced, passionate and growth-focused Duty Manager to join our team hosting guests at our 5-star eco lodge.
Our ideal candidate is an energetic, driven hospitality professional, team-focused with excellent people skills. You will be a multitasker and your primary focus will be on ensuring our day-to-day guest experience is of a 5-star standard.
This position is based at Hapuku Lodge + Treehouses in Kaikoura and is a full-time role with a guaranteed minimum of 30 hours and a maximum of 40 hours a week. Ideally, an immediate start.
Must be available to work rostered shifts covering evenings and weekends, within the opening hours of business (Mon-Sun, 6.30am-11pm). Some overnight on-call shifts may also be required.
Our successful candidate will have:
* LCQ and valid Manager's Certificate
* Minimum 4 years hospitality experience, preferably in a luxury environment
Ideal candidate will have:
* Professional approach
* Ability to work competently under pressure
* Organisational and time management skills
* Excellent attention to detail
* Motivational and leadership skills
* Understanding of New Zealand HR legislation
POSITION ACCOUNTABILITIES
* Provides personal attention, takes personal responsibility and uses the skills of the combined Lodge team when providing exceptional guest services.
* Is knowledgeable about the Lodge, Kaikoura and its surrounding districts, and where appropriate, engages in such conversations with customers. Maintains a constant balance between liaising with guests and that used to carry out the primary responsibilities of this position.
* Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment to resolve and accommodate the guests' needs. Listens, apologizes with empathy, promptly finds a solution and follows through when resolving guest problems. Takes responsibility when a complaint is escalated to management whilst on shift.
* Develops and maintains a professional and cooperative relationship across all departments to ensure the overall business operates smoothly.
* Responsible for dealing with any site-wide issues that arise during your shift and liaising with relevant contractors/third parties.
* In an emergency scenario, acts as the warden in a calm and responsible manner (training provided). Ensures the safe evacuation of the property, guests and staff, as well as liaising with relevant third parties.
* Manages staff in a fair and equitable manner, takes appropriate disciplinary action when required and complies with best practice and establishment regulations.
* Ensures lodge and grounds are kept well presented and maintained with communication across departments.
* Looks for opportunities to improve procedures and makes suggestions for improvements where appropriate.
* Ensures the dining room, bar and reception have a sufficient level of staffing during the shift and for the following shift.
* Assists with staff training in the correct procedures, providing support and feedback where appropriate.
* Ensures handovers and daily team briefing are completed - staff are aware of guest movements, specials, new wine/menu items and out of stock food and wine.
* Maintains a high level of morale and team cooperation.
* Answers phones quickly (3 rings) and ensures staff do the same.
* Ensures that all restaurant/bar staff are aware of their obligations pursuant to the Sale and Supply of Alcohol Act 2012 and the company’s liquor licence is not jeopardised as a direct consequence of their actions. This includes patron conduct and intoxication.
* Ensures the night audit is completed, investigating and noting any differences between actual and system totals.
* Ensures that all staff who answer customer queries are aware of what the policies are.
* Confirms all dietary requirements with the chefs daily. Ensures menus cater for guest-specific needs and communicates this with staff on duty.
* Ensures the housekeepers are carrying out their duties to the required standard and lets them know if there is anything extra that needs to be done, or if anything is not being done to the agreed standard.
* Maintains an adequate supply of all items needed by the restaurant, including napkins, cutlery, glassware, docket books, menus, wine lists, etc.
* Escalates any employee issues to relevant Head of Department & Assistant Manager.
* Arranges for services and local activities requested by the guests, working with other departments as appropriate.
* Maximizes revenue and cash flow through selling retail items and by promoting local activities.
* As required, liaises with other team members and Heads of Departments regarding guest bookings and requirements.
Staff accommodation may be available (subject to availability).
Your application will include the following questions:
* How many years' experience do you have as a duty manager?
* Which of the following statements best describes your right to work in New Zealand?
* How many years of people management experience do you have?
* Do you hold a current New Zealand General Manager's certificate?
* How many years' experience do you have in a training & development role?
* Do you hold a current Motor Vehicle Sales licence?
* Do you have customer service experience?
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