Duty Manager - job 2 of 2

As a Duty Manager at Mercure Perth, your primary responsibilities include supervising the Front Office team, ensuring exceptional guest service, resolving guest concerns, overseeing hotel operations during shifts, and ensuring compliance with safety and brand standards. You will also assist with administrative tasks and promote the Accor Live Limitless Loyalty Program.

To become a Duty Manager at Mercure Perth, you need a minimum of two years of experience in a similar role, such as a Front Office GSA or Supervisor. Additionally, an approved manager license, RSA certification, strong leadership abilities, and excellent customer service skills are essential.

Successful Duty Managers at Mercure Perth possess exceptional leadership and customer service skills, strong problem-solving capabilities, excellent time management, and the ability to work in a fast-paced environment. Proficiency with Opera PMS is preferred, along with the ability to make quick, informed decisions.

The work schedule for a Duty Manager at Mercure Perth involves a rotating 7-day roster, which includes morning, evening, and overnight shifts. Flexibility is crucial to ensure comprehensive coverage of hotel operations and guest needs.

At Mercure Perth, Duty Managers have numerous career advancement opportunities within the hotel and across the extensive Accor network. Employees are encouraged to engage in learning and development programs, offering pathways for growth and professional enrichment.

As a Duty Manager, handling guest complaints requires empathy and prompt action. Always listen actively to the guest's concerns, acknowledge their feelings, and reassure them that their satisfaction is important. Offer solutions that are in line with hotel policies while maintaining a professional demeanor. It's essential to follow up to ensure the issue is resolved.

To motivate my team, I focus on recognition and individual strengths. For example, I once organized a staff recognition day where I highlighted specific achievements of team members, which boosted morale and encouraged healthy competition. Regular feedback and providing opportunities for development also significantly enhance team motivation.

The most important quality for a Duty Manager is strong leadership. A Duty Manager must inspire and guide their team effectively while maintaining high levels of customer service. Being decisive and approachable also fosters a supportive environment where team members feel valued and empowered.

Ensuring compliance with hotel policies involves being well-versed in all operational standards and policies. During my shift, I actively monitor team activities, conduct regular checks, and maintain open communication with my team to reinforce policy adherence. Additionally, I provide training on policies during team meetings to promote understanding.

To improve guest satisfaction, I focus on personalized service. I make an effort to remember returning guests' preferences and encourage team members to do the same. Gathering feedback through surveys and direct conversations also helps us identify areas for improvement and make necessary adjustments.

Prioritizing tasks during a busy shift involves assessing the urgency of each situation. I typically address immediate guest needs first, followed by operational requirements, and delegate tasks to team members based on their strengths. Clear communication helps keep everything on track, ensuring that no area is neglected.

In a past experience, I encountered a guest medical emergency. I calmly assigned team members to call for medical assistance while I provided comfort and reassurance to the guest. I ensured that all safety protocols were followed, keeping the situation under control until help arrived. Following the incident, I debriefed with the team to review our response.

To manage Front Office operations effectively, I utilize tools such as Opera PMS for reservations and guest management, as well as communication applications like WhatsApp or Slack for real-time team updates. Regular meetings and staff briefings also help in maintaining clarity and focus.

Approaching team training and development involves creating a nurturing environment. I assess the team’s strengths and weaknesses and tailor training sessions accordingly, including role-playing and hands-on practice. Providing opportunities for self-paced learning also encourages personal growth among team members.

My motivation in the hospitality industry stems from my passion for creating memorable experiences for guests. I find great satisfaction in solving problems and exceeding guests' expectations. Being a part of a dynamic team that shares similar values fosters a sense of belonging and commitment to excellence.