Duty Manager

You are responsible for:

• Maintaining a high level of guest satisfaction through actively communicating with the guests before, during and after the stay.
• Ensuring the quality of the hotel product is always at the highest possible level.
• Monitoring the service behaviours of hosts in all departments and ensuring the voco™ brand promise is delivered throughout the guest journey.
• Serving as “champion” of guest experience, monitoring guest feedback and actively contribute during quality strategy meetings with the goal to improve overall guest satisfaction.
• The planning and assignment of work within Front Office, ensuring everyone knows the priorities of the day and guests are well taken care of.
• Training the team on brand standards and making sure all standard operating procedures are followed.
• Ensuring all procedures regarding safety & security are updated and followed closely.
• In an emergency you serve as first of point of contact to the Emergency Response Team and coordinate the response.
• Communicating all pertinent information related to the expected arrival and departure of VIP’s and key guests. And ensure all special guest requests are communicated to the right departments.
• Promoting teamwork and lifestyle service through daily communication and coordination with other teams.
• Driving a great working environment for teams to thrive by connecting departments and creating the sense of one team. Acting as Night Manager and executing night audit procedures while on shift during the night.
• Living the voco™ brand with pride, passion & energy. Creating & inspiring others to deliver memorable branded guest experiences.
• Promoting teamwork and lifestyle service through daily communication and coordination with other teams.
• Ad-hoc duties as required – unexpected moments when we have to pull together as a team to get a task done.
  
  

What we need from you|

• Passion for hospitality and guest experience to bring the voco™ service experience to life
• Knowledge of PMS system Opera is an advantage.
• Two years of leadership experience in an operations role within a hospitality environment.
• Strong organizational, task-management, leadership, creativity and presentation skills.
• Pro-active attitude and eye for detail with a natural drive for continuous improvement.
• A naturally outgoing and friendly personality with a passion for service excellence to consistently deliver and demonstrate voco™ service standards
• A true “team-player” mentality and flexible attitude towards a diverse set of tasks.
• Excellent communication skills
• German-speaking is highly preferred.