Duty Manager

About the Royal Over-Seas League (ROSL)

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 thought out Arts programme working with young classical musicians and visual artists and our humanitarian programme of education and enterprise projects.

The role: Duty Manager

Under the direction of the Front of House Manager, and within the limits of ROSLs policies and procedures your main role is to be responsible for the running of our reception, reservations, nights and concierge/porters departments, ensuring that all members and guests are provided with an exceptional service.

This is a full time 37.5 hours per week role working 5 out of 7 days a week.

OPERATIONS

Generally being alert for opportunities to improve the service, product, H&S and security of the club

To manage and oversee the day-to-day operations and assign and organise work, communicate goals, and schedule/assign tasks to the team.

To comply with and advise staff of formal policies and procedures, identify options and resolve issues.

To maximise bedroom revenue by carrying out daily rate checks, avoiding room moves, retrieving monies owned from no-shows, late cancellations and NRAs

To follow up and retrieve monies from members/guests that did not settle their bill

To maintain a high level of customer service at all times

To ensure staff are fully trained in customer service to ensure that our members expectations are exceeded

To ensure all bedroom allocations are checked daily maximising members satisfaction

To gain and maintain rapport with and be aware of VIPs/regulars/council members requests and preferences

To meet and greet members/guests to the Club and ensure each and every guest experiences a perfect welcome and stay.

To ensure thorough security checks are carried out by the team

To ensure SOPs are being followed and report any shortfalls

Acting as first point of contact for members and guests arriving at the club

Take part in the daily operational duties

To chair and attend morning operational meetings

To organize and cover FOH breaks as required

To assist and liaise with the Housekeeping/Maintenance team and to deputise in the absence of the FOH Manager

To attend to any member comments/complaints efficiently and courteously.

To maintain effective communication within the club and ensure that your line manager is kept well informed of any problems/queries/complaints that have arisen

To ensure all team members are ready to start the shifts as per the rota, and break times are monitored accordingly

To play an active role in the training and induction of new staff and the retraining of present staff, when required

To liaise, book and make relevant arrangements for individual/ group bookings

To operate and ensure the team operates switchboard ensuring ROSL telephone etiquette is followed and calls are answered in a timely manner

To address, record and report any performance concerns, training requirements and challenges

To assist the reservations team in maximizing revenue opportunities and meeting budgets, under the Rooms Division Manager guidance

HEALTH & SAFETY

To be fully converse with the fire panel and to manage the full evacuation procedure, when necessary

To act on your responsibilities detailed in the Health and Safety at Work Act 1974.

To demonstrate a working knowledge of fire prevention and to follow the ROSL evacuation plan on hearing the alarm

To carry out Risk assessments with the assistance of the FOH Manager

To report any damage to furniture, fittings and equipment to Maintenance

To carry out daily security walk arounds

To ensure the Front of House area, as well as the Public spaces are hygienic, tidy and on presentable state, at all times

To attend any Statutory Fire, Health & Safety training and to be fully conversant with and abide by all rules concerning Fire, Health & Safety.

SECURITY

To be security conscious with respect to members/team members/guests property/welfare and to report suspicious circumstances to your line manager

To ensure Club Rules are followed

OTHER INFORMATION

As the clubs level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

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