Duty Manager

We’re looking for a people guru; think Gandhi meets Oprah. #justkidding, we know you’re so much more; although occasional peacemaker and professional problem-solver is certainly part of the job, and we guarantee everyone will want to talk to you!A magnet for happiness, you authentically get people. You drive and thrive on meaningful connections. It’s why TFE Hotels literally gets people returning time and again for staycations where people come first. Period.As a Duty Manager in Melbourne, you’re pitch perfect when it comes to understanding and exceeding guest expectations - whether staging a TED Talk, leading the search party for a lost teddy or welcoming VIPs. Of course, in your book, that means every person who walks through our doors, from all walks of life… your team of go-getters included.You stand out from the herd as a natural-born leader. You listen and learn (your middle name is Empathy). You embrace the ‘big picture’ but don’t skimp on the finer details to keep Front (and back) of House humming. We recognise and celebrate your uniqueness and promise to give more back. You see, we’re not looking for a short-term relationship, although every day will feel new and exciting with limitless possibilities. As Duty Manager, duties and responsibilities include but are not limited to the following:You lead the daily operations of the hotel and are the go-to for the front office team members.With a hands-on style, you encourage team involvement, initiative and a focus on continuous improvement.Coordinate tasks for each shift and delegate to Receptionists accordingly.Ensure smooth sailing of the daily check-in/check-out process, use of guest names, CRM and correct cashiering procedures across F&B outlets (where applicable).Conduct daily team briefings to share hotel activity e.g. VIPs in house, group movement, promotions, guest feedback.You know all the room types, rates and hotel services – you’re ready to ‘sell’!You happily assist guests with special requests (e.g. wake-up calls, transportation, event tickets, restaurant, airline reservations) and make sure they’re followed through and charges raised accordingly.Resolve guest complaints promptly, efficiently and always with a smile! Also be sure to follow TFE complaint handling guidelines.You keep the ‘Guest Services Directory’ in the Property Management System (PMS) accurate and up to date, always!Transition to night shifts is seamless with your communication and handover.Reporting is your friend – management may ask for up-to-date financial/yield reports regularly or ad hoc.You handle reservation requests efficiently and friendly – involve your Manager or Reservations team for groups, unusual or difficult requests.You understand and adhere to TFE hotels credit and account procedures with respect to all cashiering and auditing functions, ensuring guest accounts are accurate and charges are posted prior to checkout.Audit the daily activity of all Front Office and Food & Beverage (where applicable) operations – check off that everything’s in order.Assist with team rosters for team, ensuring effective coverage whilst maintaining cost effectiveness – all by Payroll deadline!Get involved with recruitment, performance reviews and performance management as needed.Keep you Manager informed of any problems and unusual matters.Cleanliness and tidiness are a priority – you keep the lobby, front desk and F&B outlet (where applicable) looking immaculate.This isn’t an exhaustive list – your Manager may have other reasonable tasks or instructions on occasion.Skills/Experience required:You hold a current Responsible Service of Alcohol (RSA) Certificate and First Aid CertificateYou (ideally) have 1-2 years’ prior experience in a similar role and similar propertyYou can physically meet the demands for this role including constant standing & walking, frequent lifting and moving of objects up to 20 kgsBase salary from $79,746.55 per annum, excluding superannuation.