Job Brief:
Position: Duty Manager
Location: Sydney
Job type: Full Time | 38 hours/week
Salary Range: 76515 to 80000 AUD

Kimpton Hotels & Restaurants is all about heartfelt human connections. We are industry pioneers – having trailblazer the boutique concept in the USA in the 1980’s. Our mission is to be the world’s most loved boutique hotel and restaurant company, and we know that achieving that starts with our employees. People who join the Kimpton family are passionate about providing genuine heartfelt care to our guests, colleagues, owners and communities. Our unscripted approach to luxury boutique hospitality and providing unique, personal experiences is the hallmark of our brand, and our colleagues are passionate, entrepreneurial individuals that bring this culture to life. Trust us – you’re going to love it at Kimpton as much as our guests do.

Working at Kimpton is not just about working. And it’s certainly not like working at other places. We value personality, individuality, creativity, doing right, continually improving, focus and passion.

Here, you can:

Be Yourself: Who you are is who we are so bring the real you! The best and ever-improving version of you. Bring your background, your personality, your individuality, your creativity. It’s those just-you qualities that make it more personal for you, and our guests.

Lead Yourself: We support you, and you support we. We trust you to give it your all, take initiative, do right when no one’s watching, find creative new ways to delight guests and co-workers. We trust you to learn, grow and continually improve at whatever you do.

Make it Count: As long as we’re here, why not make lives better? Yours and our guests. We care for both, and we pursue every chance we can to create a ridiculously personal experience (aka. A Kimpton Moment) every day. That focus and passion gives our work meaning. What you do matters. You matter.do.

Job Overview:

As the Duty Manager, each shift you will drive the overall engagement and product quality of the operation to maximise performance, profitability and return on investment by creating a positive and productive work environment. You will ensure superior guest service is delivered and that compliance with quality and brand standards are maintained. You will support in establishing quality, guest service standards, as well as adhere to Kimpton IHG brand standards and True Hospitality Service, alongside the local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements.

Duties and Responsibilities:

GUEST EXPERIENCE

• Communicates with the Assistant Front Office Manager and Director of Rooms on all matters affecting guest service and hotel operations.
• Provides functional assistance and direction to all departments.
• Cooperates, coordinates and communicates with other hotel departments as required.
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
• Responds to guest needs and resolves related problems.
• Supervises and directs Front Office colleagues.
• Supports and assists Front Office and all departments at as needed.
• Communicate to appropriate departments all information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
• Inspects front of house and back of house regularly for cleanliness.
• Ensures the Service behaviors are reflective of the Kimpton Brand and colleagues are delivering a Kimpton Branded experience.
• Deliver meaningful and informative daily briefings at the start of each shift; ensuring to celebrate hotel wins, share guest feedback, hotel metrics results and provide direction for the day.
• Promotes inter-hotel sales and in-house facilities.
• Checks billing instructions and monitors guest credit
• Analyses and approves discounts and rebates.
• Analyses the rate variance report to ensure rooms revenue control.
• Takes action with the Property Management Systems (PMS) in emergency situation.
• Fully conversant with all hotel emergency procedures.
• Ensure front of house colleagues provide guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests.
• Responds to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
• Respond appropriately to guest complaints and IHG Medallia Feedback, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
• Responds to guest needs and resolves related problems in an appropriate timeframe; follow complaint handling procedures for prompt resolution of challenges. Escalating to line manager when necessary. Ensure this is accurately recorded in the hotel log.
• Use the hotel log to record and communicate guest issues and hand over any other relevant guest information to the oncoming shift.
• Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs.
• Conduct routine inspections of the guest areas and public areas - taking immediate actions to correct any deficiencies.
• Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
• Maintain a high level of product and service knowledge in order to explain/ sell services and facilities.
• Under the direction of the Director of Rooms, oversee Food and Beverage operation ensuring all brand and hotel standards are met.
• Develop and maintain a 100% IHG Rewards Club recognition and drive culture on all different guest touch points, with particular emphasis on exceeding IHG Enrolment targets.
• Ensure reservations requests have been entered into the PMS and ensure inventory balances.
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service.

PEOPLE

• Assist the Director of Rooms in directing day-to-day staffing requirements, plan and assign work, and assist in the establishment of performance and development goals for team members. 
• Ensure all staff are present and ready to commence work, including the correct uniform, grooming, equipment and tools, at their rostered start time. 
• Adhere to brand standards for presentation, grooming and punctuality.
• Provide mentoring, coaching and regular constructive feedback to help manage conflict and enhance team member performance. As well as, follow the Pro-invest Hotels Group Review cycle to ensure front line colleagues received regular formal feedback.
• Recognise high potential colleagues and assists in their development plan and ambition.
• Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations.
• Ensure staff have the tools, training, and equipment to carry out job duties.
• Ensure staff are kept up to date with IHG benefits and recognised for their contributions, utilising the Pro-invest Hotels Groups Reward and Recognition program
• Promote teamwork and quality service through regular and daily communication and coordination with other departments. 
• Encourage participation in Colleague Heartbeat Survey, share results and put plans in place for continuous improvement.
• Assist the Director of Rooms in recommending or initiating disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies.
• Assists in planning for future staffing needs, including conducting recruitment tasks.
• Deliver and/or attend required training sessions and ensure that any pre and post course work is completed by the due date.
• Ensure all staff are conducting consistent and detailed shift handovers with oncoming shift where required
• Develop and maintain cohesive working relationships within immediate team, and wider hotel team
• Attend and participate in daily hotel briefings, meetings and training sessions as scheduled

FINANCIAL RETURNS

• Use company and IHG systems and processes to maximise revenue.
• Ensuring internal audit compliance is understood and executed.
• Ensure cash security procedures are adhered to, including following the hotel Cash Float Policy
• Understand forecast and business needs and strategies.
• Assist in controlling and monitoring departmental costs on an ongoing basis to ensure performance against budget, maintain cost efficiencies and work within allocated manning budgets.
• Roster to the business needs and work with the Hospitality Industry (General) Award 2010 (HIGA) to ensure efficiencies are controlled.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.
   

RESPONSIBLE BUSINESS

• Ensure the hotel is compliant with all relevant IHG Brand Safety Standards. 
• Adhere to procedures and guidelines relating to specific occupational health and safety issues within the Hotel.
• Evaluate staff performance with reference to occupational health and safety responsibilities and performance standards. When new colleagues join, ensure they have received a thorough induction and conduct refresher training when required
• Assist in ensuring supervision of the work health and safety aspects of work undertaken by staff. 
• Assist in ensuring the appointment of fire and emergency wardens for the hotel. 
• Assist in ensuring that training is conducted in line with local and company minimum requirements relating to fire and emergency evacuation procedures, and for the use of fire, emergency and other safety equipment.
• Assist in ensuring the appointment of trained first aid personnel and provision of first aid equipment appropriate to the needs of the work undertaken
• Act as a central communications point during emergency/crisis situations; assist in developing and maintaining relationships with local fire, police, and emergency personnel.
• Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommend and implemented corrective actions as required, to prevent or minimise the chance of recurrence.
• Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts including IHG Foundation. 
• Takes action with the Property Management Systems (PMS) in emergency situation. 
• Maintain all procedures and adheres to them within the Pro-invest Hotels Group guidelines; with particular emphasis on hotel credit policy.
• Demonstrate a sound awareness and understanding of WH&S policies and procedures including the correct use of PPE
• Work in conjunction and cooperate with management in the implementation of WH&S related initiatives
• Conversant with the Emergency Response Team, to prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc
• Demonstrate a sound awareness of Crisis Management, HACCP & WH&S policies and procedures, ensuring the dissemination of information to all team members.
• Champion the identification and reporting of hazards, evaluation or risks, and design and the implementation of hazard and control measures. 
• Property security 
• Strictly adhere to company policy concerning the Trade Practices Act, gifts & bribery & data privacy regulations.
• Perform other duties as reasonably assigned

Accountability

Reports to – Director of Rooms
Direct Reports: - Front Desk Agents
Indirect Reports: - All hotel colleagues, including contracted labour (Housekeeping), whilst on duty each day.  

Key Metrics –

• Hotel Rooms Revenue
• Operation Department Budget
• Key performance objectives
• Internal Brand Audit Score
• Winning Metrics dashboard; Guest Love, Problem Handling, Overall Breakfast, IHG Rewards Club recognition and enrolment targets
• Performance development review
• Colleague Heartbeat

Key Relationships

Internal

• Builds effective relationships with Hotel Leadership cohort and all Colleagues.
• Pro-Invest Hotel Group

External

• Interacts with guests and individuals external to the business including, but not limited to, current and potential clients, suppliers;

Qualifications & Requirements

Required Skills

• Be approachable, authentic, and solutions focused
• Have a no-nonsense work ethic and a genuine desire to help others
• Enjoy the detail.
• Communicate well both verbally and in writing and with passion
• Champion our culture and live our values
• Excellent end-user of IT applications/systems
• Ability to communicate effectively with colleagues, guests and external parties in spoken and written form.
• A high energy level and a passion for achieving superior results
• You make calm, collected decisions – even when the clock is ticking
• Ability to lead in a competitive environment
• Strong leadership skills in managing teams to drive for results
• Ability to manage complex relationships
• Responsible Service of Alcohol Certificate (NSW).
• Required to hold a current First Aid Certificate and provide a copy to the hotel. This certificate must include the following accreditations HLTAID003 - Provide First Aid, HLTAID002 - Basic Emergency Life Support and HLTAID001 - Provide Cardiopulmonary Resuscitation. It is also your responsibility to renew the certificate before it expires.
• You must meet the appropriate legal requirements to work in Australia.

Qualifications

• Diploma in Hotel Management and/or
• Bachelor’s degree in Hotel Administration, Business Administration or equivalent

Experience

• Previous Supervisory Experience
• Type and level of experience required may vary slightly based on size and complexity of operation