Duty Manager

About this role

Duty Manager - The Laslett Hotel

The Role

In the position of Duty Manager you create an amazing VIBE - cool, exciting but also relaxed, unpretentious and accessible - for a great eclectic mix of guests whilst maintaining the Ethos, brand integrity and operational standards. Being the face of the Senior Management Team Front of House, you have the empowerment to take decisions on their behalf when it comes to guest complaints and requests. By being out and about you ensure quality and consistency in our approach towards guests and keep the edge of what we are!

Responsibilities

• Representing the Senior Mgt team and take ownership/responsibility when dealing with complaints and guest requests
• Ensure running a smooth Front of house operations and be the ‘go to’ person for FOH teams in absence of their HODs
• Maintains a strong working relationship with all departments to support property operations and goals
• Report any accident, incident, theft for both internal and external guests, and liaise with Security & Safety Manager as appropriate
• Check current day arrivals and departures, taking appropriate action in the event of fully booked situations
• Maintains high visibility in public areas during peak times and performs Front Desk duties in high demand times.
• Complete knowledge of all features and services (including Food & Beverage outlets, menu/price/promotions/hours)
• Fully conversant with all hotel room types, numbers, layout, locations, rates
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Empowers employees to provide excellent customer service.
• Ensure all necessary supplies are available for the Front of House in order to work efficiently and oversee ordering/completion of Purchase Orders in line with hotel policies and procedures
• Assist responding to all issues/feedback raised in internal and external reports, including TripAdvisor reports, if required and liaise with Front of House and hotel management as appropriate
• Ensure all guest special requests are followed through and administrated

Financial

• Follow up on any doubtful accounts passed on by Front Desk Agents
• Be fully involved in the preparation of departmental and hotel budgets as well as any other financial reports if requested
• Ensure Front Desk Agents balance their close of shift and resolve any discrepancies in audit and cash float balancing
• Liaise and co-ordinate with Accounts and Front of House Manager for any special billing requests and procedures
• Other ad hoc duties

Benefits

• Training & development
• Opportunity to progress within the company
• Work life balance
• Straight shifts
• 29 days paid holidays per annum
• Lucrative and valuable staff incentives for both individual and collective team efforts
• Working within a 5* boutique hotel, as part of the Laslett family
• Working within a small team in an award-winning hotel
• Mental Health and Well-Being provider
• Staff discount schemes

Job Type: Full-time

Benefits

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Health & wellbeing programme
• Referral programme
• Sick pay
• Store discount

Work authorisation

• United Kingdom (required)

Work Location: In person

About facilities & operations roles for ex-police

Operations, facilities and site management roles. Running a shift, a custody suite or an operational unit is people-and-process management employers can use from day one.