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Duty Manager
2 months ago
ROSL is a unique not-for-profit, private members organisation. Since 1910 ROSL has embraced a multi-cultural membership; bringing people together from around the world. This is being realised through our Arts programme working with young classical musicians and visual artists and our humanitarian programme of education and enterprise projects.
The Role: Duty ManagerAs a key member of our Front of House team, you will be responsible for the smooth operation of our reception, reservations, nights and concierge/porters departments. Your primary focus will be on providing exceptional service to our members and guests, ensuring their experience is nothing short of perfect.
Key Responsibilities:- Manage and oversee the day-to-day operations of the Front of House team, assigning and organising work, communicating goals, and scheduling tasks.
- Comply with and advise staff of formal policies and procedures, identifying options and resolving issues.
- Maximise bedroom revenue by conducting daily rate checks, avoiding room moves, retrieving monies owed from no-shows, late cancellations and NRAs.
- Maintain a high level of customer service at all times, ensuring staff are fully trained to exceed member expectations.
- Ensure thorough security checks are carried out by the team, adhering to ROSL's security protocols.
- Act as the first point of contact for members and guests, taking part in daily operational duties and chairing morning operational meetings.
- Organise and cover FOH breaks as required, assisting and liaising with the Housekeeping/Maintenance team and deputising in the absence of the FOH Manager.
- Attend to member comments/complaints efficiently and courteously, maintaining effective communication within the club.
- Play an active role in the training and induction of new staff and the retraining of present staff, when required.
- Operate and ensure the team operates switchboard, adhering to ROSL telephone etiquette and answering calls in a timely manner.
- Address, record and report any performance concerns, training requirements and challenges.
- Assist the reservations team in maximising revenue opportunities and meeting budgets, under the Rooms Division Manager's guidance.
- Be fully conversant with the fire panel and manage the full evacuation procedure, when necessary.
- Act on your responsibilities detailed in the Health and Safety at Work Act 1974.
- Demonstrate a working knowledge of fire prevention and follow the ROSL evacuation plan on hearing the alarm.
- Carry out Risk assessments with the assistance of the FOH Manager.
- Report any damage to furniture, fittings and equipment to Maintenance.
- Carry out daily security walk arounds.
- Ensure the Front of House area, as well as the Public spaces, are hygienic, tidy and on a presentable state, at all times.
- Be security conscious with respect to members/team members/guests property/welfare and report suspicious circumstances to your line manager.
- Ensure Club Rules are followed.
