My Hotels

Duty Manager - London

My Hotels
Chelsea, London
01 Aug 2017
29 Aug 2017
Job Type
Full Time

Duty Manager - My Chelsea, London

My Chelsea is a 4* boutique hotel just five minute walk from South Kensington tub station. We are currently undergoing an exciting refurbishment which has opened up an opportunity for an experienced Duty Manager to join our team. They would be responsible for assisting the Guest Services Manager in the smooth running of the Guest Services Department and the operations within the hotel to guarantee guests a 5* service tailored to their needs. The Duty Manager will be responsible for supporting the Guest Services Manager in ensuring all team members are aware of policies, procedures and brand standards in relation to guest satisfaction.

Main Responsibilities

  • Give the best possible service to guests, based on company values; ensuring all guests receive a personalised service reflecting their tastes
  • Maintain a professional approach at all times to guests and colleagues
  • Actively seek and act on customer feedback, including online feedback services & feedback cards, referring them to the Guest Services Manager when appropriate
  • Maintain excellent communication amongst the hotel team and guests
  • Ensure a good level of local knowledge and concierge skills can be provided by team members
  • Ensure a high level of presentation of the hotel, assisting other departments when required
  • Assist with the scheduling of staff hours, keeping wage costs and holiday scheduling in mind
  • Drive revenue and be aware of all opportunities; including up-selling, ADR and packages
  • Assist the Guest Service Manager in controlling costs in order to achieve departmental budget
  • Lead, motivate and direct the Guest Service team in the execution of their duties to maximise operational efficiency
  • Communicate effectively at all times to ensure that the team is fully informed of all relevant information pertaining to their role
  • Ensure all employees adhere to policy and procedures as set out in My Guidelines
  • Conduct show rounds and promote the company, the hotel and its services
  • Ensure department SOPs are adhered to, reporting any amendments to the Guest Services Manager
  • Ensure that keys to restricted areas are kept in a safe designated place and only issued for legitimate work purposes to authorised personnel
  • Ensure that the Duty Manager folder is kept up to date and a thorough handover is completed at the end of each shift
  • Check all floors and fire exits and public areas at least twice per shift

Employee Benefits

Here are a list of all the benefits across the group:

  • Complimentary stay within one of the hotels
  • £40 employee rate
  • Friends & family discount
  • Discount at partners
  • Discount at local eateries
  • Facebook competitions
  • Annual appreciation party & social events
  • Supplemented gym membership
  • Food supplement
  • Discounted yoga
  • Free eye test
  • NVQ training
  • Cross training opportunities
  • English classes
  • Personal development plan
  • £200 referral bonus scheme
  • Departmental incentives
  • Uniform
  • Employment engagement survey
  • Annual review

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