Duty Manager - London

Duty Manager - Heathrow, London

Reports to: Operations Manager

Summary of Position:

To ensure the smooth running of the Lounge operation, to meet and exceed the service expectations of our guests, while maintaining costs and looking to exceed the agreed goals and targets. Continuing to support and encourage the training and development of the team and reinforce the policies, philosophy and company values.

Duties & Responsibilities:

• Lead the Service, F&B and Cleaning teams to operate the Lounge
• Oversee day-to-day operations to deliver high level of service for our Guests consistently
• Handle administration duties include staff roster and duty assignments
• Resolve personnel problems, hire new staff, and evaluate staff performance
• Contribute ideas and develop innovative programmes to enhance customer satisfaction
• Prepare various business reports and participate in ad-hoc assignments
• Undertake a busy and fast paced role with varied duties
• Monitor and ensure quality of food, guest services, hygiene, cleanliness and tidiness achieve total customer satisfaction and meet company standards
• Review work procedures and operational problems in order to determine ways to improve the services, performance and safety
• Co-organize and direct staff training programs with the training department, resolve personnel problems, hire new staff, and evaluate employee performance
• Handle and resolve issues or complaints in a professional manner
• Ensure the quality of food, guest services, hygiene, cleanliness and tidiness of the Lounge achieve total customer satisfaction and meet company standards
• Any other request within the scope of the position

Qualifications / Essential Skills

• Previous management experience in the hotel/hospitality sector
• Calm, efficient and organized
• Excellent personal presentation and communication skills
• A passion for delivering exceptional levels of Guest service
• Ability to listen and respond to both guest and colleagues needs
• Multi-lingual an asset
• Accountable and resilient
• Ability to work under pressure
• Flexibility to respond to a range of different work situations
• Knowledge of health and safety including food hygiene standards

Health & Safety:

• It is everyone’s responsibility to follow Health & Safety guidelines and report any issues to their manager or Health & Safety Officer.

Customer Service:

• It is everyone’s responsibility to follow the Plaza philosophy and our three values, Service Excellence, Innovation and Teamwork to ensure that every guest leaves satisfied.
• Your shifts will be agreed with your manager based on your contract of employment.