Description:
Our Place
Melbourne Place is where urban luxury finds its perfect expression. A true reflection of the way of life Melbourne is known for, the hotel brings a fresh perspective to guest experiences. Our vision is to create a place that embodies the essence of Melbourne, that is of and for the city, accenting culture and genuine hospitality.
With an east end location in the heart of the city, Melbourne Place boasts a collection of experiences with a magnetic allure. This layered, mixed-use precinct, bound together by lifestyle accommodation, meeting and event spaces, exemplary dining experiences and contemporary retailers. A destination to experience the vibrant soul of Melbourne.
Summary:
The role of Duty Manager at Melbourne Place is crucial in ensuring the smooth running of our daily operations. This varied and demanding position provides an excellent foundation for those seeking to become accomplished hoteliers. To excel in this role, candidates must display an inquisitive nature, patience, level-headedness, resilience, and the ability to think quickly to deliver an outstanding guest experience.
As a duty manager at Melbourne Place, you will have diverse responsibilities. You will be responsible for ensuring that the front desk and outlets operate smoothly, maintaining the highest standards of guest service, and ensuring the safety and security of both guests and staff.
Your primary responsibility will be supporting the Front Office team by managing arrivals and departures, facilitating smooth check-in and check-out processes, and ensuring guests enjoy exceptional experiences. You will also work closely with other hotel departments, including Food & Beverage outlets, as necessary to ensure that all areas of the hotel run smoothly.
In emergencies, you will act as the first responder and Chief Warden. You will be responsible for implementing hotel emergency procedures and ensuring the safety of everyone on the premises. Your role also includes watching for undesirable guests, effectively handling guest complaints, and ensuring maximum guest satisfaction. With your keen attention to detail, you will maintain a security presence in all hotel areas and conduct regular checks to uphold the hotel standards.
As the representative of the Front Office Manager and General Manager, in their absence, you will be responsible for making decisions and handling guest issues per hotel policies and procedures, contributing to our Melbourne Place’s overall success and reputation.
This role requires working on a rotating 24/7 roster, including night shifts.
Responsibilities:
- Aid the Front Office team, supervising guest check-ins and check-outs for a seamless and efficient process.
- During guests’ stay, address issues promptly and exceed expectations.
- Maintain a high level of attentiveness to guests’ needs and preferences and promptly address complaints or concerns to ensure every guest has a positive and memorable experience.
- Continuously enhance our service offerings by proactively collecting guest feedback and suggestions.
- Collaborate closely with other hotel outlets, including Food & Beverage establishments, to maintain a cohesive and exceptional guest experience throughout the property. Offer support and assistance to ensure all outlets operate seamlessly and efficiently.
- When required, assist the banquet team with event setup, service, and breakdown to ensure guest satisfaction and seamless execution.
- Collaborate with banquet staff to coordinate the laneway and loading dock logistics. Address any issues or special requests from event organisers or attendees.
- During periods when dedicated maintenance staff may not be available, act as maintenance support to troubleshoot minor issues, respond to maintenance requests, and coordinate external service providers if needed to ensure timely resolution and uphold hotel standards.
- Ensure timely resolution of guest concerns with housekeeping support outside regular office hours, maintaining cleanliness and comfort throughout the hotel.
- Ensure Melbourne Place’s consistent quality and cleanliness standards in guest rooms to enhance overall guest experience.
- Serve as the first responder and Chief Warden in all emergencies, implementing hotel emergency procedures to ensure the safety and well-being of all guests and staff whilst maintaining composure under pressure, coordinating response efforts, and liaising with authorities.
- Serve as the primary first aid responder during shifts, providing immediate medical attention to guests or staff in need. Maintain a calm and professional demeanour while administering first aid and coordinating further medical assistance if required.
- Maintain a visible security presence throughout the hotel premises, including entrances/exits, lobby areas, and back-of-house zones, to deter unwanted behaviour and ensure the safety of all occupants.
- Conduct regular patrols and security checks to identify and address potential vulnerabilities or safety hazards.
- During your shift, thoroughly document any incidents or notable occurrences and prepare detailed reports for relevant department heads and management review.
- Ensure all incidents are logged and addressed appropriately. Follow-up actions should be taken to prevent recurrence and uphold the hotel’s standards of excellence.
- Assume responsibility for making informed decisions and resolving issues in accordance with procedures as a trusted representative of the Front Office Manager and General Manager in their absence.
- Demonstrate professionalism and tact in all interactions to maintain the hotel’s reputation as a top choice for travelers.
- Senior management may assign various ad-hoc tasks in addition to the above responsibilities, including special projects and support in other operational areas as needed.
Qualifications:
- Bachelor’s degree in business administration or a related field
- Minimum of 3 years of experience in a management role
- Strong leadership and communication skills
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously
- Excellent problem-solving and decision-making skills
- Knowledge of industry regulations and best practices
- Proficient in Microsoft Office and other relevant software applications