Duty Manager

Job description

Key tasks

1. Arrival:
Creating a warm and welcoming arrival for guests, ensuring an effective and efficient Check-in. Make sure welcome drink is available at all the times.
2. Stay:
Ensuring a memorable guest stay by giving caring and courteous guest services, providing information, responding to problems, and dealing with guests in a friendly and ever-hospitable manner.
3. Departure:
Facilitate a quick and efficient departure by ensuring that all guests leave happy with their stay. To guarantee hotel guest 100 % satisfaction.
4. Leadership:
Leading the Reception, Club Millésime, Concierge and Guest Service Center, monitoring performance, providing guidance and make decisions.
• Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
• Manages guest communication in an efficient and effective way, ensuring that guests are not delayed and that replies or follow up is made within Sofitel Brand Standard timings. Make sure all guest complaints can be solved within 24 hours.
• Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Accor Le Club Member Number enquired about, and method of payment secured.
• Ensuring that guests are escorted to their room that the hotel facilities and room features are explained, and that luggage is delivered in a prompt manner.
• Handles complaints promptly and efficiently, taking the necessary action, and informing other Duty Managers for follow up, where appropriate. Follow up with all guests to ensure satisfaction with problem resolution.
• Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted.
• Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
• Allocates rooms in accordance to the guest’s reservation, preference and remarks, maintaining a systemized and sales focused approach to room inventory management.
• Promotes Accor Le Club Program and its associated benefits to guests who are not already enrolled in the program. Ensures that existing Accor Le Club members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Liaises with Sales, Reservations and the Business Development team to handle corporate.
• Ensures that guest’s profiles and information is input in to the Police Report system in a timely and accurate way.
• Applies Sofitel Brand Standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
• Has knowledge of the hotels facilities and services as well as basic knowledge of Accor Group properties in China.
• Is up to date with information on facilities, attractions, and places of interest, sights and activities in and around hotel.
• Adheres to the hotel selling strategy of Demand Based Pricing and maintains rate integrity by offering clear, transparent, and value for money rates to guests.
• Maintains safety deposit boxes, ensuring that guest’s valuables are safe and secure at all times.

Sofitel and its Ambassadors

The Sofitel brand is based on three core values guaranteed by each employee every day:
A Passion for Excellence, an Essence of Pleasure and a Spirit of Openness.

Through their actions and know-how, the Men and Women that are the creators of Sofitel’s luxury, offer clients a highly personalised service. By transforming every detail into a unique moment of pure comfort and elegance , they create and nurture a relationship with their guests.
The Sofitel values are also at the heart of the communication between employees. It is the legacy received and transmitted by all those involved in the brand to guarantee the continuity of the Sofitel spirit in the hotels and headquarters.

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Desired profile

Skills

Level of Education Others
Areas of study Hospitality Management
Professional experiences 3 to 5 years
Languages essential Mandarin
English

Essential and optional requirements

·  Access
·  Excel
·  Power Point
·  Word
·  Micros
·  Opéra