Duty Manager

Adina Hotel Auckland Britomart, 2 Tapora St, Auckland, Auckland, New Zealand Req #2876

Friday, 24 January 2025

Hourly Wage:
$32.32 per hour

Employment Status:
Full-time (30+ hours per week)

Employment Type :
Permanent

Places of Work :
Adina Apartment Hotel, Auckland - 2 Tapora St, Auckland 1010

Adina Apartment Hotel, Britomart is a 165 one and two bedroom, and studio apartments, full-service hotel.
With restaurant and conference facilities and only 300 metres from Spark Arena it is a busy property within an ever-changing and evolving Britomart precinct.

Purpose

As Duty Manager, you will oversee, lead and support the Front Office Team.
You will champion exceptional customer service, proactive upskilling and coaching your team to create consistent exceptional guest experiences.
No two days are the same but your engagement and communication with all the interconnecting departments will ensure you remain ahead of the curve in terms of where you and your team need to focus.

Primary Responsibilities

• You lead the daily operations of the hotel and are the go-to for the front office team members.
• With a hands-on style, you encourage team involvement, initiative, and a focus on continuous improvement.
• Coordinate tasks for each shift and delegate to Receptionists accordingly.
• Ensure smooth sailing of the daily check-in/check-out process, use of guest names, CRM and correct cashiering procedures across F&B outlets.
• Conduct daily team briefings to share hotel activity e.g.
  VIPs in house, group movement, promotions, guest feedback.
• You know all the room types, rates, and hotel services - you're ready to 'sell'!
• You happily assist guests with special requests (e.g.
  wake-up calls, transportation, event tickets, restaurant, airline reservations) and make sure they're followed through, and charges raised accordingly.
• Resolve guest complaints promptly, efficiently, and always with a smile! Also be sure to follow TFE complaint handling guidelines.
• You keep the 'Guest Services Directory' in the Property Management System (PMS) accurate and up to date, always!
• Transition to night shifts is seamless with your communication and handover.
• Reporting is your friend - management may ask for up-to-date financial/yield reports regularly or ad hoc.
• You handle reservation requests efficiently and friendly - involve your Manager or Reservations team for groups, unusual or difficult requests.
• You understand and adhere to TFE hotels credit and account procedures with respect to all cashiering and auditing functions, ensuring guest accounts are accurate and charges are posted prior to checkout.
• Audit the daily activity of all Front Office and Food & Beverage operations - check off that everything's in order.
• Assist with team rosters for team, ensuring effective coverage whilst maintaining cost effectiveness - all by Payroll deadline!
• Provide assistance as needed to support the logistics function on site.
• Get involved with recruitment, performance reviews and performance management as needed.
• Keep your Manager informed of any problems and unusual matters.
• Cleanliness and tidiness are a priority - you keep the lobby, front desk and F&B outlet looking immaculate.
• You understand and follow our company Respectful Workplace Behaviour Policy, team member handbook, Code of Business Conduct and Ethics, and relevant departmental policies and procedures.
• You acknowledge the importance of workplace safety and our TFE WHS policies and procedures are always front of mind.
• Guest security and privacy is of utmost importance, and you always maintain this.

Skills, Experience and Requirements

• Diploma of Hotel/Hospitality Management or Bachelor's degree in tourism management, management or relevant field or 1-2 years of relevant work experience
• Exceptional communication skills - Multilingual would be viewed as an advantage, with spoken and written English at a proficient level.
• Immaculately presented - you have exceptional grooming and always wear the appropriate uniform and name badge, with pride! You make sure your team always look the part too.
• Demonstrable expertise in facilitating general front office procedures, night audit processes, and general operational activities.
• Considerable experience in a Duty Manager or Night Manager capacity in a similar style and sized property in which you were managing people.
• Protel Property Management System experience.
• Experience in supporting logistics functions including processing of invoices, following up with debtors, batching and processing bank statements, responding to account related inquiries, conducting weekly commission processes.
• Shift work will be required and may include early and late shifts, as well as overnight shift coverage as needed to support the Night Manager function, team and operation.
  Flexibility is a must.
• Weekend and public holiday shifts are required.
• You will be expected to attend to basic facilities requests, assist with guest luggage, and potentially assist with Food & Beverage requests as needed.
• A current LSA/Managers certificate.

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