Cluster Duty Manager

A very warm welcome to voco hotels / Hotel Indigo

Our name derives from the Latin word for ‘to invite’ or ‘to come together’, so the very first thing you’ll notice at voco hotels is the warmth of the welcome. Both informal and indulgent at the same time, our hotels each have their own character inspired by their location, and all feature playful, personal touches that guests remember long after check-out.

YOUR KIND OF HOTELS

Our guests are the kind of people who know exactly what they want whether they’re travelling for work or pleasure. They’re not expecting high-touch deferential service but appreciate the time and space to really indulge and enjoy.

OUR PERSONALITY

We’re thoughtful, unstuffy and relaxed – not straight or starchy – and we can always be relied on. With our low-key, untucked approach, we take a step back and let people get on with it.

Job Summary

As Cluster DutyManager you are the master of ceremonies on shift, ensuring guests receive outstanding experiences by gracefully conducting and coordinating all aspects of the hotel with a focus on front desk and guest services. You’ll create the warm atmosphere that makes our guests feel at home and come back over and over again. Ensuring brand, company standards and local government regulations are adhered to.

We're looking for an experienced Duty Manager ready to step up, someone confident and considerate - a problem solving genius that takes pride in creating and delivering great customer experiences. You enjoy the rush of a busy hotel lobby and can corral your team to get pumped and excited to meet, greet and provide moments of wow to our guests. You love training and sharing learning to your team setting them up for future career success. You are a collaborator and can work in and with all departments to achieve the goal for ultimate guest love.

Responsibilities 

• Love the brand & be a great ambassador of voco / Indigo Brisbane City Centre.
• Being part of and taking the lead in hotel emergency procedures, together with assisting in ensuring the hotel complies with local government regulations concerning safety, and any other regulatory requirements.
• You've got a good eye for detail – our processes are super important in helping us deliver a consistent guest experience.
• Work efficiently and effectively with all departments ensuring a seamless experience for all internal and external customers. 
• Ensures punctuality and grooming standards of all the front office team members. 
• Actively work with the Front Office Manager and ensure seamless relationship with the Housekeeping & Maintenance team. 
• Ensures all teams are familiar with IHG Rewards Club members, known repeat guests and other VIPs and provide special attention and recognition.
• Actively develop and work alongside Front Office team ensuring exemplary customer service.
• Actively greets regular guests and VIPs and take attention of their personal needs.
• Guest Service Assistants with check-in and check-out of guests when it is busy. 
• Full utilization of the Front Office system ensuring accuracy in use and a range of accurate reports to meet Operational needs are produced.
• Be pro-active in controlling costs being fully aware of forecasted business and targeted profitability whilst maintaining standards.
• Investigates account queries, guest complaints, customer care emails as they are received replying within 24 hours.
• Handles guest complaints with patience and in the most professional manner, ensuring the matter is resolved. 
• Follows up with guest complaints to maximize satisfaction and improve services and operations of hotel to reduce future occurrences.
• You'll be dealing with a variety of people, so your communication will be adaptable. You'll be a brilliant communicator - consistently clear and concise.
• You'll help us problem solve; we have solutions to find, and your logical thinking and collaboration with teams across the business will be key.

Skills & Experience 

• Proven experience of at least 2 years within a similar role or capacity.
• Demonstrable experience with hotel PMS such as Opera and POS - Symphony
• You will be a self-confessed Excel geek and love working with numbers with excellent attention to detail.
• Professional and personable, with a can-do attitude
• You make calm, collected decisions – even when the clock is ticking.
• Ability to communicate effectively in spoken and written form.
• You will be required to hold or obtain a QLD RSA certificate.
• You must meet the appropriate legal requirements to work in Australia.

In return we offer:

• Career growth opportunities throughout the Vista Hospitality Group
• Food & Beverage and accommodation discounts across the Vista Hospitality Group
• Fantastic accommodation discounts through IHG national and internationally 
• A free Familiarization Stay at the hotel.
• One free duty meal each day 
• Uniform that is laundered (yep no more ironing)
• Access to IHG learning platforms for training and development. 
• An EAP program and steadfast commitment to creating a positive staff culture.
• And many more perks of being part of the Vista and IHG network.

At Vista Hospitality we strongly believe in developing our own colleagues and promoting from within, so the opportunities are boundless for those that are passionate and deliver. If you are ready to be part of the Vista Family, then we would love to hear from you!

We thank all interested parties in advance for their applications. However, only successful applicants will be contacted. Vista Hospitality Group is an equal opportunity employer with a zero tolerance to discrimination, harassment or any type of behaviors that are contrary to providing a safe, inclusive & respectful environment for all.