Duty Manager

Job description

Description

About us
“At the heart of every great stay is a great host.”At voco™, we’ve created a new hotel brand that gives people a different choice. Hotels to count on but different enough to be fun. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. Our new family of hotels is connected by their own sense of style and individual character – and that’s something we make the most of. Finding the perfect mix of reliability and new experiences. Because we believe that when you respect individuality life gets interesting.Whether you’re in a rush and need something fast or want to take your time over your welcome treat after a long journey, it’s all good. Eat, sleep, and everything in between. Cosy bedding, invigorating showers, and great food and drink available 24/7 (either in the restaurant, bar, or your room) are standard here. Plus, there’s fast Wi-Fi everywhere and your room has all the charging points you need for your devices. For every occasion, meetings, entertaining clients, writing up a report in your room or grabbing a coffee as you catch up with emails in the bar – whatever work has in store, we work around you. We’re here to make sure you have everything you need to get the best out of the day.Part of the IHG® family, you can rely on a uniquely voco™ experience every stay, but with some of the extra advantages that come with being part of IHG. Such as the benefits of the IHG Rewards Club, one of the world’s largest loyalty programs. Just as friendly to the environment we look after the planet with the same care as we look after our guests. So you can relax knowing that everything from your super comfy bed to the ingredients on our menu is designed to reduce our environmental impact. We’re looking for people with as much character as our unique new lifestyle hotels. If you love looking after people and hate stuffy service, you’ll be right at home at voco™.Start a different kind of career as part of IHG’s family of 17 global brands and 5,500+ hotels around the world. Be Thoughtful: We pride ourselves on delivering the important things that our guests need and value consistently – every day, every stay. We’re hosts our guests can always count on. Be Natural: We’re genuine, natural hosts – always friendly, relaxed, and charming. We get to know our guests and build a personal rapport, putting them at ease throughout their stay. Make it memorable: We’re hosts who share our local knowledge and personal recommendations to help guests get the most from their stay. We look for ways to surprise and delight our guests, indulging them with little acts of kindness that make their stay memorable. About us voco™ The HagueA modernist urban home for the overseas explorer: voco® The Hague, where quintessential Dutch design and our unstuffy style come together in the city centre of The Hague. Based in the Royal Quarter, this beautiful former bank building has the city’s shops, museum, and heritage locations as well as the embassy quarter and Peace Palace within walking distance. By taking the tram in front of the hotel, you will find yourself at the central station in 9 min or at the seaside within 15 min. Our welcoming guest rooms offer thoughtful voco™ touches with quality bedding and eco-friendly upscale amenities. Catch up over local dishes in Botanica garden kitchen & bar, discover drinks inspired by the Dutch Sea explorations from Ultramarijn wonderbar or hang out in our garden terrace to enjoy the voco™ life. With 2 boardrooms, a versatile work play area, and a below-ground private bar you will find various locations to meet, gather, or celebrate.
Your day to day
As Duty Manager you are the connection between the hotel leaders and the operational team. But there’s more to it, you are also the one that makes sure the guests are happy and operations run smoothly also outside of office hours. Simply said, you are present when you are needed, and when you’re not, you have organised your work in such a way that you do not have to worry about it. As Duty Manager you are the person that knows every little corner of the hotel, and every colleague, you can state that you are the voco® The Hague expert. In this role you are connected to the Front Office, and you lead their shift while also keeping an eye on the other operational departments. Together with the other Duty Managers you divide the hours to cover the morning, evening and night shifts. Your focus is always to make sure our guests feel welcome and can enjoy the voco™ life. You are responsible for• Maintaining a high level of guest satisfaction through actively communicating with the guests before, during and after the stay.• Ensuring the quality of the hotel product is always at the highest possible level.• Monitoring the service behaviors of hosts in all departments and ensuring the voco™ brand promise is delivered throughout the guest journey.• Serving as “champion” of guest satisfaction, monitoring guest feedback and actively contribute during quality strategy meetings with the goal to improve overall guest satisfaction. • The planning and assignment of work within Front Office, ensuring everyone knows the priorities of the day and guests are well taken care of.• Training the team on brand standards and making sure all standard operating procedures are followed.• Ensuring all procedures regarding safety & security are updated and followed closely.• In an emergency you serve as first of point of contact to the Emergency Response Team and coordinate the response.• Driving results and consistently deliver & inspire others byleading by• Recommending or initiating any HR related actions where necessary.• Communicating all pertinent information related to the expected arrival and departure of VIP’s and key guests. And ensure all special guest requests are communicated to the right departments.• Promoting teamwork and lifestyle service through daily communication and coordination with other teams.• Driving a great working environment for teams to thrive by connecting departments and creating the sense of one team.• Developing awareness and reputation of voco® The Hague, Ultramarijn & Botanica in the local community.• Acting as Night Manager and executing night audit procedures while on shift during the night.• Living thevoco™ brand with pride, passion & energy. Creating & inspiring others to deliver memorable branded guest experiences.• Promoting teamwork and lifestyle service through daily communication and coordination with other teams.• Ad-hoc duties as required – unexpected moments when we have to pull together as a team to get a task done.
What we need from you
• Passion for hospitality.• Knowledge of PMS system Opera is an advantage.• Two years of leadership experience in an operations role within a hospitality environment.• Strong organizational, task-management, leadership, creativity and presentation skills.• Pro-active attitude and eye for detail with a natural drive for continuous improvement.• A naturally outgoing and friendly personality with a passion for service excellence to consistently deliver and demonstrate voco™ service standards to our voco™• A true “team-player” mentality and flexible attitude towards a diverse set of tasks.• Excellent communication skills in Dutch and in English. Another language is always a plus
What we offer
In return for your hard work, you can look forward to a competitive salary and benefits package – including duty meals and discounted hotel accommodation worldwide. What's more, because your career will be as unique as you are, we'll give you all the tailored support you need to make a great start, be involved, and grow. And because voco® The Hague belongs to the IHG® family of brands, you'll also benefit from all the opportunities that come from being part of a successful, global hospitality company with over 5500 hotels in over 100 countries around the world. So whoever you are, whatever you love doing, bring your passion to voco® The Hague and IHG and we'll make sure you'll have room to be yourself.