Duty Manager
Grand Mercure & ibis Yogyakarta Adi Sucipto
YOGYAKARTA, Java, Indonesia
27 hari yang lalu

English

Essential and optional requirements

Overview of duties

  • Ensures guests have a smooth running stay at the hotel
  • Organises the customer welcome and care provided by his / her team
  • Manages and motivates the Front Office team in order to provide a high standard of service for customers
  • Helps meet the department's quantitative and qualitative targets
  • Implements brand and Group projects and identity features
  • Customer relations

  • Welcomes guests and fosters customer loyalty through his / her friendly manner
  • Develops high quality relationships with guests throughout their stay
  • Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a rapid solution
  • Professional techniques / Production

  • Takes part in, organises and supervises guest arrivals and departures with the front office teams
  • Ensures that guest documentation and information is available and up-to-date
  • Ensures that the pricing policy and internal audit procedures are duly applied
  • Supervises the management of debtors, group and individual guest invoicing and cash operations
  • Keeps track of the standard of services delivered, based on guest comments and quality audits
  • Updates and checks that information in the directory and e-directory is up-to-date
  • Supervises the standard of customer relations on a daily basis"
  • Team management

  • Develops employees' motivation and team spirit by creating a good working atmosphere
  • Is involved in recruitment
  • Integrates and trains employees, providing support for skills development
  • Applies labour legislation
  • Ensures that employees are well presented (uniforms, personal hygiene etc)"
  • Commercial / Sales

  • Contributes to synergy within the marketplace by promoting the inter-hotel coordination policy
  • Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR
  • Ensures the brand and / or Group's loyalty programme is promoted to guests
  • Motivates and drives the team to attain the department's quantative targets
  • Is responsive in implementing the sales priorities for the day, as initiated by the Front Office Manager"
  • Management and administration

  • Ensures that invoicing and cash operations procedures are respected in line with internal audit reference guidelines
  • Helps update dashboard charts (revenue, occupancy rates, average room rates, activity forecasts, headcount planning, etc)
  • Ensures security of revenue and money flows
  • Undertakes any necessary actions in order to recover debt "
  • Hygiene / Personal safety / Environment

  • Ensures that the workplace remains clean and tidy
  • Applies and ensures application of the hotel's security regulations (in case of fire etc)
  • Ensures the safety of people and property in the hotel
  • Respects the hotel's commitments to the ""Environment Charter"" (saving energy, recycling, sorting waste etc)
  • Grand Mercure and its people

    At Grand Mercure we care about your career. We understand that for you, the art of hospitality is not just a job but a profession so the training you will receive will be world-class.

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