Albertinia: Duty Manager posted by Craven Cottage CC

Duties:
 
Welcome guests
Oversee check-in and check-out process, ensuring efficiency and a warm, professional standard.
Manage guest complaints and feedback, resolving issues promptly while protecting the hotel’s reputation.
Actively engage with guests in public areas to build rapport, identify service opportunities and ensure needs are anticipated.
Ensure guest requests are actioned promptly and communicated to relevant departments.
Act as the “Manager on Duty” ensuring smooth operations in the absence of senior management.
Conduct regular property walks to monitor restaurant, housekeeping standards, public areas, maintenance and overall readiness.
Ensure room readiness, cleanliness standards and efficient turnaround of arrivals/departures.
Coordinate with Food & Beverage to confirm guest dietary needs, dining preferences and seamless service during meal periods.
Ensure the front office team maintains accurate guest profiles in the PMS and that all billing is correctly processed.
Respond quickly to operational breakdowns with practical solutions.
Lead by example, setting the standard for grooming, service etiquette and guest interaction.
Supervise and support staff, ensuring each team member is delivering according to standards.
Motivate and mentor junior staff, providing constructive feedback and on-the-job training where needed.
Assist with scheduling adjustments during shifts to ensure adequate coverage across departments.
Encourage interdepartmental teamwork, fostering collaboration and problem-solving
Compile accurate and detailed Duty Manager reports
Ensure thorough shift handovers
Monitor cash handling, float balancing and compliance with financial procedures.
Track and report guest feedback trends, service recovery cases and operational challenges to management.
Support compliance with legislative requirements
 
Requirements:
 
Grade 12
A formal hospitality qualification will be an advantage
Minimum 2–3 years’ experience in a supervisory, assistant manager or duty manager role within the hospitality industry.
Strong leadership, communication, and problem-solving abilities.
A guest-focused mindset with excellent attention to detail.
Ability to remain calm and make sound decisions in high-pressure or emergency situations.