Job Description Duty Manager Job Title: Duty Manager Responsible To: General Manager Assistant Manager Hours of Work: Monday to Sunday Shift Work and Business Hours To suit business requirements Purpose: To maintain service levels throughout the hotel while on duty and effectively deal with any minor problems to the best of your ability. Nature and Scope of Responsibility: Responsible for day to day operation of restaurant, bar and function food and beverage service. Supervising Front Office staff/receptionist Help in running of Rooms Division Key Areas and Responsibilities – Duty Manager: Measure Standards – Summary 1. Running of restaurant, bar and functions area to ensure a high standard of service is achieved at all times 1. Expressions of guest satisfaction, whether oral or written. Occurrence of repeat business 2. Managing room service activity, during all meal periods 2. Expressions of guest’s satisfaction via audit of daily room dockets 3. Demonstrates high standard of service and appearance and motivates staff to maintain equal standard 3. Consistent standard of service delivered by staff. Professional appearance of staff in uniform 4. Checks staff clock cards each week to verify times match roster patter. Authorises overtime, annual leave, and sick leave for wages clerk 4. Wages and overtime costs are kept within budget as determined by General Manager 5. Carries out on job training for all staff within work hours 5. Sessions are run during off-peak periods. Service standards are maintained at all times 6. Handles client liaison relating to in house functions in a professional and courteous manner 6. Expressions of guest satisfaction, whether written of oral. Repeat business 7. Informs General Manager when crockery, glassware stocks need replenishing 7. Sufficient supplies of crockery, cutlery and glassware stocks are on hand 8. Ensures high level of hygiene at all times in all service areas 8. Clean and orderly appearance of Restaurant, Bar and Function areas Key Areas and Responsibilities – Reception: Measure Standards – Summary 1. Reservations Backup 1. Knowledge of all rates and promotions. Assist Reservations Supervisor with taking reservations, checking receptionist’s bookings, filing and travel agents commissions. Assist with the groups and ensure setup correctly 2. Demonstrates knowledge of all guest services in the hotel and local area 2. Know hotel promotions, local attractions, and all hotel guest services 3. Operate and balance shift in front office according to front office procedures 3. Balance cashier at the end of every shift, ensure all discrepancies are recorded and communicated to the Rooms Division Manager 4. Health & Safety 4. Ensure personal & guest safety at all times. Report all incidents to Head of department, and follow all safety procedures as trained 5. Other duties as specified by the Rooms Division Manager and members of hotel management 5. Carry out duties as directed by management to the standard required 6. Accounts Receivable 6. To learn the accounts receivable process assisting the Rooms Division Manager with the daily city ledgers and banking 7. Training 7. Responsible for training all new front office staff Authority for Decision Making Responsible for making day-to-day decisions to operation of all service areas. Stock ordering done in consultation with Assistant Manager and Restaurant Manager. Responsible for training of staff. Expertise Required Ability to relate and work effectively with colleagues and clients. Demonstrates a willingness to accept responsibility and to act own initiative. Ability to work and remain composed under pressure and to ensure staff perform to specified standards. Maintains high standards of dress and personal presentation at all times. Excellent time management and organisational skills. Ability to perform end of month stocktaking procedures. Ability to produce crockery, cutlery and glassware par level stock sheet.