Duty Manager

• Assist the Front Office Manager in all aspects of his duties
• Assist Front Office Manager in execution of the management of staff
• Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition
• Ensure that the team is developed to provide a hospitable service to the standard laid down by the standard training manual and the brand standard manual.
• To have a fully understanding of all systems and programmes e.g. Holidex, Opera, Priority club etc.
• Monitor Front Office to ensure PC members, known repeat guests and other VIPs receive special attention and recognition
• Ensure that the team is aware of hotel availability and that every opportunity to maximize room sales is taken
• Maximize occupancy, revenue and average rate while maintaining high service standards
• Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to
• Turn away guests if occupancies deem it necessary ensuring no good-will is lost
• Liaise closely with F/O & Hsk coordinator to ensure special guest needs, amenities and other room related requests are met
• Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Know system recovery procedures
• Interpret computer reports
• Continually check the accuracy of room count
• Approve upgrades and special amenities in absence of manager
• Maintain inter-departmental relationships to ensure seamless customer service
• Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival and parking
• Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
• Display a pro-active and innovative approach to skills development and standards enhancement with the team
• Provide input for Front Office Departmental Meetings and deputizes in cases of absence
• Promote Inter-hotel sales and in house facilities
• Work with Superiors and Human Resource Manager to ensure the departmental performance of staff is productive
• Work with superiors in the preparation and management of the department’s budget
• Ensure communication procedures are effective and efficient on day to day basis, so that service standards are not compromised.
• Perform any all duties and tasks entrusted to you by InterContinental Mauritius within the framework of your band category, according to your skills and competencies.

Self-Management

• Comply with hotel rules and regulations and provisions contained in the employment handbook.
• Comply with company grooming and uniform standards.
• Comply with timekeeping and attendance policies.
• Actively participate in training and development programs and maximize opportunities for self-development.

Customer Service

• Demonstrate service attributes in accordance with industry expectations and company standards to include: -
• Being attentive to guests.
• Accurately and promptly fulfilling guest requests.
• Understand and anticipate guest needs.
• Maintain a high level of knowledge which will enhance the guest experience.
• Demonstrate a service attitude that exceeds expectations.
• Take appropriate action to resolve guest complaints.
• Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.
• Be able to promote the hotel (and InterContinental Hotels Group generally) products and services.
• Maintain a high level of product and service knowledge about all InterContinental Hotels Group hotels in your region.

Health Safety & Security

• Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.
• Familiarize yourself with emergency and evacuation procedures.
• Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your line manager.