EN - Duty Manager

1 month ago

Nairobi, Kenya Fairmont Hotels and Resorts Full time

ABOUT THE COMPANY

Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits

JOB SUMMARY

As a Duty Manager, you will be responsible for the supervision of the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.What’s In It For YouEmployee benefit card offering discounted rates in Accor worldwide.Learning programs through our AcademiesOpportunity to develop your talent and grow within your property and across the worldAbility to make a difference through our Corporate Social Responsibility activities, like Planet 21QualificationsYour experience and skills include:Previous leadership experience requiredPrevious PMS experience requiredComputer literate in Microsoft Window applications an assetUniversity/College degree in a related discipline an assetMust possess a professional presentationStrong interpersonal and problem solving abilitiesHighly responsible & reliableAbility to work well under pressure in a fast paced environmentAbility to work cohesively with fellow colleagues as part of a team

RESPONSIBILITIES

Reporting to the Rooms Division Manager, responsibilities and essential job functions include but are not limited to the following:Conduct daily briefings and ensure that all pertinent information is well received by team members.Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met.Review, analyze and suggest improvement of work flow and standards at the Front Desk.Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates.Communicate with Front Office Manager on all matters regarding guest services & hotel operations.Ensure documentation of all guest related issues using the logbook.Supervise shift handover procedures.Coordinate and communicate with other hotel departments as required regarding general administration and operations issues.Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently.Assist Guest Relations in greeting, rooming, and sending off guests.Inspect front of house and back of house regularly for cleanliness and orderliness.Ensure that front line staff complies with marketing techniques and maximizes sales.Check billing instructions, monitor guest credit and act upon any discrepancies.Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates.Ensure driveways are manned at all times and run efficiently.Ensure the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway.Require to make objective decisions and handle any complaints and emergencies in a level-headed manner.Conduct Night Audit Process for hotel.Provide department orientation and training of the hotel service standards, procedures and programs.Constantly monitor team members’ appearance, attitude and degree of professionalism.Motivate and provides a work environment which brings out the best in team members.Maintain complete knowledge of all food & beverage services, outlets and hotel services/features; and ensure team members are constantly updated on these.Be fully familiar with the Emergency Procedures, Policies and Standard Operating Procedures established by the Hotel.Attend all briefings, meetings and trainings as assigned by management

REQUIRED SKILLS

Customer service, Office administration, management, Leadership skills, Food and beverage, Customer comfort and safety, Restaurant management

REQUIRED EDUCATION

Diploma, Associate's degree

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