Senior Duty Manager

Novotel London West Hotel is part of Accor, the leading global hospitality group. It is one of the largest conference and accommodation providers within Accor. The hotel provides the international business community with space for up to 3000 delegates across 33 meeting rooms. It accommodates both business and leisure guests in one of our 630 bedrooms.

We are excited to be looking for a Senior Duty Manager to join our team. We are looking for someone who is experienced in this field and above all, we want someone who enjoys being part of team, working with our clients and is enthusiastic, creative and passionate about what they do!

In this diverse and challenging role you will ensure guests are completely satisfied with their stay and to ensure the service they receive meets or exceeds their expectations. You will establish and develop personal contact with all our guests and be able to handle any guest queries or complaints promptly.

The  Senior Duty Manager welcomes all guests and takes care of them from arrival through departure. They contribute to guest satisfaction by providing high quality services with a warm and friendly and Heartist approach

They ensure a smooth and secure environment to all the guests during their stay and supervise and support the Team. You will...

• Make the link with the different departments of the hotel to ensure a wonderful guest experience.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills
• Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and brand standards are met
• Review, analyze and suggest improvement of work flow and standards at the Front Desk
• Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates
• Communicate with Front Office Manager on all matters regarding guest services and the Hotel operation
• Supervise shift handover procedures
• Coordinate and communicate with other ldepartments as required regarding general administration and operations issues
• Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently
• Inspect front of house and back of house regularly for cleanliness and orderliness
• Ensure that front line staff complies with marketing techniques and maximizes sales
• Check billing instructions, monitor guest credit and act upon any discrepancies

A little more information:

To help you navigate your role, and support your success you will be trained in all front of house related functions and the safety of the property and people.

• Previous experience as Duty Manager in a 4*-5* hotel.
• Fluent in written and spoken English
• The ability to build rapport and communicate effectively with guests as well as team members and management
• Excellent grooming and personal presentation
• Diplomacy and self-control
• A creative mind
• A commitment to providing exceptional customer service
• The ability to multitask and work under pressure
• Flexibility in working hours is essential as you will be required to work hours as per business requirements, which may include evenings, weekends and bank holidays.

As part of our team you can have:

• Free night stays in our UK hotels and 50% discount in any Accor Restaurant (T&C Applies)
• Discounted hotel rates all over the world in Accor Hotels
• Continuously learn and develop yourself with our Accor Academy
• Support your wellbeing in your professional and personal lives
• Grow your experience anywhere. Explore limitless opportunities across 5000 hotels in over 100 countries
• Participate actively initiatives to build a more inclusive and sustainable world
• And many more benefits and perks: Our objective is simple: make you grow and give you the spark to unleash your personality