As Duty Manager, with full support / Synergy and alignment with Direct reports of Guest Service Team Members, & Supervisors, will be responsible for managing the reception team and perform Duty manager shifts as required based on business demand.
Overseeing the daily operation through set processes, ensure that proactive action is taken to ensure the needs of all guests are met and that additional measures are taken to create lasting experiences.
Drive high standards and Quality and employee engagement activities with the help of all front line team members. The scope includes maximizing revenue through Upselling program impacting profitability, managing costs and productivity.
Monitors Reception Colleagues to ensure maximum guest satisfaction engaging with guest and prompt cordial attention from arrival through departure
Works closely with all team members to ensure Wyndham members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service & Enrolment targets are met.
Inspects all VIP rooms prior to arrival, with Loyalty Team if required and Greet VIP and Escort guests personally on arrival / bidding farewell.
Oversees maintenance of efficient repeat guest history system by working closely with Loyalty team, and Promotes Inter-
Hotel sales and in-house facilities.
Attention to detail on special requests by having updated database on guest profile either captured through glitches, preferences.
Handle guest complaints and refer them as necessary to management, follows up on corrective / preventive action
Entertains guest within hotel premises for food and drinks with approval from FOM where required in case of guest complains, to gain loyalty.
Compiles, analyses existing procedures and performs process renovation to have benefit operation, through project management.
Reviews arrival lists for all arrivals and VIPs to check / perform room allocations, amenities, and special requests.
Appraises appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary.
Organizes and conducts regular meeting for all Reception team to facilitate communications and smooth operations,
Prepares efficient work schedule for Reception Team, arranging holidays and vacation by coordinating with FOM, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
Conducts courtesy calls, driving the guest experience through service quality and continuous improvement.
Ensures implementation and compliance of the Company’s Fire, Life and Safety requirements.
Conducts market and competitor analysis to be ahead of competition in terms of service delivery.
Assists in the P&L analysis including productivity and cost management and Performs Duty Management Shifts as per business requirement.
Assists in planning for future staffing needs, and assists in recruiting in line with company guidelines, Prepares and administers detailed induction program for new staff.
Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
Ensures training needs analysis of Reception Team is carried out and training programmes are designed and implemented to meet needs by working together with the Front Office Manager.
Provides input for probation and formal performance appraisal discussions in line with company guidelines, Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance and regularly communicates with staff and maintains good relations.
Maintaining a business environment based on the Code of Conduct and Company Vision
Maintain and enhance the open door policy to all team members providing advice and guidance when needed in regards to their issues or concerns and / or grievances
Responsible for People leadership of direct reports of your teams (recruitment and selection, performance management (Appraisal / PDP), team members’ development and motivation, counselling / disciplinary issues.
Conduct regular coaching sessions / 1 : 1s with direct reports .
Ensure that the hotels are fully compliant with Wyndham people processes and deadlines that govern all Wyndham properties.
E.g. AES, Success Matters, Probation reviews etc.
Ensure that the administration of the probation review process in the operational departments and ensure that follow-up for all issues is done in timely manner and results of both follow-
up and the initial reviews are communicated to all relevant parties
Talent Reviews taken place as per the communicated timeline and are live in the business
Ensure 100% compliance with all mandatory training for departments; as well as the Departmental Trainers are positively encouraged
Control the LTO, Absence and Payroll in your department in conjunction with the HR Leader on property to ensure that any areas of concern and monitored and rectified to meet the HR BSC Targets.
Conduct interviews for relevant roles in conjunction with HR
Ensure that you dine in the team member restaurant at least three times a week and provide HR Leader on property feedback
Support WeCom with quarterly People, Community and Sustainability engagement events.
To conduct or chair regular communication meetings with your team and actively participate in relevant business meetings to facilitate effective communication.
Conducted documented 121’s with all direct reports
Share all relevant information with GM & HR in 121’s
Plan and track departmental budget
Plan and track departmental holidays and lieu days as per the needs of the business
Ensure that the payroll is submitted to HR on the agreed date.
SKILLS & COMPETENCIES
Excellent communication skills
Attention to details
Good knowledge of the hotel systems
Excellent guest service skills
Ability to manage a team
Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Count on Me service culture to be responsive, respectful and deliver a great experience.
Employment Disclaimer In some locations around the world, Wyndham Hotels & Resorts manages hotel properties on behalf of a third party owner.
At many of those properties, the Hotel owner is the actual employer, and Wyndham Hotels & Resorts performs recruiting and hiring functions on their behalf.
I understand and agree that, by applying through this site, I may be applying for a position with a company other than Wyndham Hotels & Resorts where Wyndham Hotels & Resorts is serving as the management company and will not be the actual employer.
EXPERIENCE, CERTIFICATION & EDUCATION
Ideally a degree in hospitality management and / or similar work experiences or certified accreditation and minimum 2 years’ experience as Duty Manager in 4 / 5* branded hotel.
Excel, Word, Power Point, FBM, Opera Computer skills.
Proficiency in speaking and writing Business English.