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Duty Manager - Den Haag

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Afdeling :

Receptie Guest Relations Telefonisten

Functie(s) :

Guest Relations: guest relations manager
Receptie: supervisor front office

Functie kenmerk :

Operationeel

Dienstverband :

Full time

Opleiding :

MBO/HBO

Werkervaring :

2 - 5

Geplaatst:

14.01.2021

Omschrijving vacature Duty Manager:

Your Day to Day

As Duty Manager you are the connection between the hotel leaders and the operational team. But there’s more to it, you are also the one that makes sure the guests are happy and operations run smoothly also outside of office hours. Simply said, you are present when you are needed, and when you’re not, you have organised your work in such a way that you do not have to worry about it. As Duty Manager you are the person that knows every little corner of the hotel, and every colleague, you can state that you are the voco® The Hague expert.
In this role you are connected to the Front Office, and you lead their shift while also keeping an eye on the other operational departments. Together with the other Duty Managers you divide the hours to cover the morning, evening and night shifts. Your focus is always to make sure our guests feel welcome and can enjoy the voco™ life.

You are responsible for
  • Maintaining a high level of guest satisfaction through actively communicating with the guests before, during and after the stay.
  • Ensuring the quality of the hotel product is always at the highest possible level.
  • Monitoring the service behaviors of hosts in all departments and ensuring the voco™ brand promise is delivered throughout the guest journey.
  • Serving as “champion” of guest satisfaction, monitoring guest feedback and actively contribute during quality strategy meetings with the goal to improve overall guest satisfaction.  
  • The planning and assignment of work within Front Office, ensuring everyone knows the priorities of the day and guests are well taken care of.
  • Training the team on brand standards and making sure all standard operating procedures are followed.
  • Ensuring all procedures regarding safety & security are updated and followed closely.
  • In an emergency you serve as first of point of contact to the Emergency Response Team and coordinate the response. 
  • Driving results and consistently deliver & inspire others by leading by example.  
  • Recommending or initiating any HR related actions where necessary.
  • Communicating all pertinent information related to the expected arrival and departure of VIP’s and key guests. And ensure all special guest requests are communicated to the right departments.
  • Promoting teamwork and lifestyle service through daily communication and coordination with other teams. 
  • Driving a great working environment for teams to thrive by connecting departments and creating the sense of one team.
  • Developing awareness and reputation of voco® The Hague, Ultramarijn & Botanica in the local community. 
  • Acting as Night Manager and executing night audit procedures while on shift during the night.
  • Living the voco™ brand with pride, passion & energy. Creating & inspiring others to deliver memorable branded guest experiences. 
  • Promoting teamwork and lifestyle service through daily communication and coordination with other teams.  
  • Ad-hoc duties as required – unexpected moments when we have to pull together as a team to get a task done. 

Functie eisen Duty Manager:

What we need from you
  • Passion for hospitality.
  • Knowledge of PMS system Opera is an advantage.
  • Two years of leadership experience in an operations role within a hospitality environment.
  • Strong organizational, task-management, leadership, creativity and presentation skills.
  • Pro-active attitude and eye for detail with a natural drive for continuous improvement.
  • A naturally outgoing and friendly personality with a passion for service excellence to consistently deliver and demonstrate voco™ service standards to our voco™ hosts.
  • A true “team-player” mentality and flexible attitude towards a diverse set of tasks.
  • Excellent communication skills in Dutch and in English.  Another language is always a plus