Duty Manager

Duty Manager

Join to apply for the Duty Manager role at Fairmont Hotels & Resorts.

Company Description

Fairmont Hotels & Resorts offers guests the finest hospitality experience across its destinations worldwide. The company values respect, integrity, teamwork and empowerment, and is committed to responsible tourism and environmental stewardship.

Job Description

Position Overview

The Duty Manager is responsible for guest experience at the hotel, ensuring unforgettable moments are created and resolving any incidents promptly. The Duty Manager acts as the link between guests and agents and provides guidance to other department managers on guest experience and risk/crisis management.

• Has a thorough knowledge of the hotel outlets, facilities and services
• Ensures the corrective action of guest complaints by the implementation of recovery plans
• This starts by immediate acknowledgment and resolution within 24 hours
• Has the responsibility to maintain and improve guest experience in all areas of the hotel
• Building and improving relationships with agents and welcome back guests
• Has the responsibility to ensure all guests highlighted by the Agent (HBA’s) are met upon arrival and throughout their stay to provide the agent with feedback and to identify any areas of improvement
• Managing the guest interchange programme
• Identifies training needs within the Front Office department and communicates this to the Front Office Manager and Assistant Front Office Manager to implement an action plan
• Focuses on special celebrations for Welcome Back and VIP guests to ensure memorable moments
• Acts as a support to the Concierge team when required and in the absence of the Front Office Supervisor
• Along with Sales and Marketing Team has the responsibility to drive online feedback along with the guest questionnaires and general feedback received from guests while staying with us and after departure
• It is mandatory for the Duty Manager to have a strong presence during breakfast and dinner service to ensure the enhancement of guest experience
• Attends all training and workshops as and when required
• Has the responsibility to assist in driving the Leading Hotels of the World and ALL Loyalty standard set out by Fairmont
• Models the Organisational Values, Code of Ethics and Organisational Code of Conduct
• Has the responsibility to complete monthly LQA audits and to provide the Front Office Manager and the Assistant Front Office Manager with feedback to improve the service offering
• Should be flexible and have the willingness to take on extra projects and tasks
• Responsible to complete spot checks of all guest facing areas to ensure maintenance and cleanliness standards are upheld
• Performs any reasonable duty as instructed by the Guest Experience Manager
• Has the responsibility along with the Security Manager to be the liaison with regards to lost and found items left behind by inhouse guests

• Implementation of recovery plans by minimizing revenue loss, while ensuring appropriate level of guest service is achieved. This may include, but is not limited to, enhancing guest experience through guest complaint handling for WBK, HIP, HIM and VIP guests
• Encourages upselling of all rooms, hotel facilities and outlets
• Encourages the upselling of the hotel chauffeur vehicle
• Encourages the All‑Loyalty program to ensure targets are met

• Grade
  12 or equivalent is a prerequisite
• A Hospitality Management diploma/degree will be advantageous
• At least 3 years Management experience, preferably gained in a 5‑star environment
• Computer literate on the MS Office Suite (Word, Excel and PowerPoint) as well as Opera Cloud
• Proficiency and a good command of English (both written and spoken)
• Fluency (written and spoken) in a foreign language will be advantageous
• Proven abilities in:
• Guest relations
• Sales
• Time and workflow management
• Highly experience in guest satisfaction
• Effective decision‑making and judgement
• Conflict resolution skills
• Interpersonal communication skills
• Service delivery to a required standard in a fast‑paced and dynamic environment
• Excellence in teamwork

We as a company are committed to diversity and inclusion. Our Employment Equity Plan and Targets will be considered during the recruitment process. We welcome applications from individuals with disabilities and diverse backgrounds.