Role Purpose:
This is a Duty Manager role with a particular focus on Banqueting, Residents Bar and other Food & Beverage outlets. The successful applicant will be required to work 2 very late shifts per week, finishing at around 04h00 or 05h00.
Maximize guest satisfaction by offering fast, efficient and correct service, according to service standards, to both the guests and employees under the general guidance of the General Manager and the Deputy General Manager
All work is carried out in line with the hotel’s guidelines and business plan, the departmental business plan and the Hotels guidelines and service concepts.
Main Duties:
· Assume the total responsibility of the hotel operation while on duty.
· Have the full authority to act in accordance with hotel procedures detailed in the standard operational procedures and other manuals. E.g., Food safety, Procedure manual, Fire manual, Safety Statement.
· Strong knowledge of the F&B products and facilities and be able to give full-guided tours of the facilities.
· Demonstrate a professional image to our clients.
· Know the bedroom products and be able to make decisions on overbooking and deal with individual clients or groups for alternative accommodation following the hotel policy and procedure.
· Know how to obtain food, drinks, etc in an emergency after closing hours. A list of after hour’s suppliers or hotels to be available at front desk.
· M.B.W.A (Management by Walk About) must be constant and focused, must ensure a clean, uncluttered environment with clean and presentable employees. A strong emphasis on security and safety of guests and employees.
· A good knowledge of the local area, what is available to guests and a general knowledge of places of interest.
· To be visible to guests and employees, and check for satisfaction by engaging the guest when occasions arise. Feedback is to be passed on to the GM through the Duty Manager Log Book.
· Achieve the appropriate guest satisfaction, commensurate with the degree of service breakdown.
· Your personal grooming and presentation must be meticulous and appropriate to our level of service and product.
· Your human attitudes must show empathy towards our guests and employees while keeping a firm and fair approach.
· Your management style must be situational to enable you to deal with different situations using different approaches
· Have full knowledge of GDPR
HEALTH AND SAFETY REGULATIONS:
· To be very conversant with all the Emergency procedures in the event of a fire, gas, flooding, passenger release from lift, accident & incident reporting
· To know and be fully aware of the procedure to notify the General Manager, Operations Manager, Revenue Manager, Human Resources and Engineering in the event of any of the above situations arising.
· To comply with the law and enforce all legal regulations in all situations, e.g.:
- Opening and closing hours of bars
- Serving under 18’s
- Drunk on the premises
- The right of refusal
- The hotel proprietor’s act
- Health / Safety, fire regulations
- Food Hygiene Regulations
· Know the company policy and procedures in regard to receiving and accompanying law enforcement representation e.g., E.H.O, H.S.A, Fire Officer, Garda.
· Report to GM and relevant managers with completed form of the above visit and action plan for improvement.
· Know the building in detail and be able to isolate power, gas supply.
· Know how to operate the lift manually in the event of people trapped in the lift.
· Know all the fuse boards, relative to specific areas of the building.
Contact GM and key management personnel in all emergencies
Confident in dealing with emergency situations
Room occupancy levels, up selling, book outs
Guest Service
· To give and ensure consistent, prompt, hospitable treatment of all guests and encourage personal attention.
· Is aware of all activities, within rooms division and F&B, which are taking place in the hotel.
· Liaise with Guest Relations department to ensure all guest amenities are in place
· Welcome VIP’s and escort them to their room/s.
· Give directions to employees and be correct and hospitable when dealing with guests, answering questions and giving information in a consistent manner.
· Conduct courtesy calls and where necessary react to the needs of the guest.
· Ensure that the guest enjoys the highest quality and service.
· Search continuously for possibilities to improve guest service by listening to the feedback of guests and employees.
· Builds and maintains effective relationships with guests.
· Demonstrates effective and appropriate interaction with guests whilst maintaining a professional approach and image.
· Communicate with guest in a manner that brings goodwill, trust and satisfaction.
· Takes appropriate action to solve guest complaint/s.
· Promotes the hotel and products and services.
· Evaluates with guests upon departure and is alert of imperfection.
· Recognition and greeting of regular guests for both rooms and in our F&B department.
· Works actively where needed
Communication
· Conducts himself/herself in a professional and positive manner towards employees from all departments in order to encourage better understanding.
· Develop co-operation; ensure effective communication on all sides.
· Work effectively in a team.
· Liaise’s with Deputy General Manager and/or General Manager at beginning shift.
· Attends events briefing when events are on
· Reports everything in the MOD logbook and other report forms for specific incidents
· Handover to Night Manager/Night Porter ensuring everything is properly handed over.
· Send MOD report to HOD’s, GM, FC
· Ensures constant advice and support to employees that fall under his/her supervision.
· Use appropriate management practices to ensure employee motivation and communication.
Desired Qualifications & Skills:
First Aid Qualified
Core Skills: Communication, Numeracy, Problem Solving
Team Player
Initiative
Flexible
Organised
Trustworthy
Reliable
This job description is intended to convey information essential to understanding the scope of the job and is a general statement of the role and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Employees may perform other related duties as negotiated to meet the ongoing needs of the organisation.
You are accountable for adhering to the company’s mission, vision and core values while performing the essential duties and responsibilities outlined in this job description.
Job Type: Part-time
Expected hours: 20 per week
Benefits:

• Bike to work scheme
• Company events
• Employee assistance program
• Employee discount
• Food allowance
• Gym membership
• On-site parking

Schedule:

• Weekend availability

Ability to commute/relocate:

• Miltown Malbay, CO. Clare: reliably commute or plan to relocate before starting work (preferred)

Work authorisation:

• Ireland (preferred)

Work Location: In person