Hotel Duty Manager - Pullman Cape Town City Centre at Accor Hotel

Primary Responsibilities 

Delivers the Pullman Arrival and Departure Experience

• Ensures guests receive a warm and personalised arrival and departure experiences based on and seamless flow of processes including supporting Lobby Ambassadors for check-in, check-out, and cashiering duties. 
• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Hotel Singapore Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) standards, and aim to achieve the scores and goals set by management.
• Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Manages All Aspects of the Daily Operation at the Hotel Lobby and Entrances

• Ensures the smooth running of the hotel operation by performing all tasks in adherence with the code of ethics as issued by Pullman Cape Town City Centre.
• Upholds a flawless impression and perception of the Pullman Cape Town City Centre services, products and colleagues.
• Orchestrate the lobby operations from a seating perspective of main building restaurant patrons.

Maximises Efficiency of Resident and Guest Incident Management

• Manages any incident that occurs during resident stays or guest visits due to service or product shortfalls.
• Acts as the center of communication during any incident and takes immediate action to turn the situation around into a satisfying experience.
• Acts according to hotel emergency and crisis management procedures when applicable and always reinforces hotel values.
• Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines.

Maximises the Outcome of Upsell and Cross-sell Opportunities

• Executes the annual upsell strategy and achieves all goals as set by management.
• Cooperates with all departments and divisions in promoting inter-hotel sales and in-house facilities.
• Performs any other duties and responsibilities that may be assigned.

Qualifications

Candidate Profile

Knowledge and Experience

• Diploma or Degree from preferably hospitality or related field.
• Minimum 5 years relevant experience with at least 2 years at a management level.
• Excellent communication skills in English and ability to communicate in a second language.