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Duty Manager Sheraton Amsterdam Airport Hotel

Sheraton Amsterdam Airport Hotel and Conference Center

Scope and general purpose of the position:

To co-achieve the set targets towards guest satisfaction, reputation management and Sheraton standards. Supervising, developing and motivating the Duty Management Trainees. Initiating and coordinating all key activities within all operational departments and between departments to ensure guest satisfaction. Acting as the day-to-day point of contact for the hotel's guests.



Main duties and responsibilities:

  • Supervising Duty Management Trainees:

  • First point of contact for the Duty Management Trainees

  • Training Duty Management Trainees

  • Providing regular feedback to Duty Manager trainees

  • Creating a monthly schedule for the DM department

  • Entering this in ProNet and carrying out the hours administration

  • Conducting job interviews of Duty Management Trainees

  • Supervising, coaching and assessing the Duty Management Trainees, both at work and for school projects 

 

Guest Relations:

  • Daily contact with the Sheraton Club associate in order to get to know our regular and VIP guests well and to personalise the service

  • Being informed at all times of meetings, events, VIP arrivals, (regular) guests in the house

  • Being present at the morning meeting at 09.30 and the handovers of Front Office & Food and Beverage and playing an active role in this in order to promote cooperation between departments

  • Communicating clearly via the Duty Report on any happenings in the hotel

  • Processing guest information in GuestVoice and sharing Opera, if relevant, with the relevant department heads and Duty Management Trainees

  • Taking care of follow-up calls and VIP welcome cards

  • Updating profile notes as needed

 

Reputation Management:

  • Responding to online reviews within 72 hours

  • Responding to GSS Alerts within 72 hours

  • Conducting monthly meetings to share feedback points with heads of department

  • Establishing action plans to improve necessary scores   

  • Monitor together with Marketing the online reputation and make action points to improve it

 

Quality Assurance:

  • Daily monitoring of the Sheraton Standards in the various departments in collaboration with the department heads

  • Coordinating self-audits in response to the Sheraton Standards and providing insight into and evaluating results with the department heads

  • Preparing the prework before any wave of auditing of the hotel

  • Communicating with department heads any compliance issues

  • Monitoring changes in standards as communicated by Marriott

 

Operations:

  • Assisting departments as needed per operations

  • Proactively jumping in to help out colleagues

 

Service Recovery:

  • Co-facilitating service recovery training sessions.

  • On-the-job coaching and motivating operational department staff in the use of the empowerment SOP, service recovery and 'surprise & delight'.

 

Sheraton Fitness:

  • Processing new members in the system

  • Regular contact with members

  • Ensuring that the gym is in order and nothing is faulty

  • Ensuring all relevant staff are aware of procedures

  • Guiding potential companies and members through the process

 

Administrative:

  • Awarding Marriott Bonvoy points on Service Recovery, Surprise & Delight or Upgrade Requests.

  • Providing administrative support to the General Manager when requested

  • Creating the necessary SOPs needed for the job to be carried out well

 

Community Connector:

  • Be present in the public areas

  • Anticipate on guest needs, and proactively offer assistance

  • Work together with Commune on Studios

 

Ad hoc projects

  • Conduct projects as is required by hotel 

  • Liaise with necessary departments to ensure they are carried out as needed

 

Security

  • Being the first point of contact for the fire brigade/ambulance when they arrive on property in case of emergencies

  • Assisting with ensuring overall security of the hotel

 


Technical knowledge:

  • Opera

  • GuestVoice

  • GXP

  • eBonus

  • QA Website / TrueView

  • Microsoft Office

  • Micros (pre)


Main personal attributes:

  • Enterprising

  • Outgoing

  • Motivated

  • Flexible

  • Assertive

  • Enterprising

  • Creative

  • People person

  • Stress resistant

  • Accurate

  • Problem solving ability

  • Service-minded

  • Independent

  • Affinity or experience with the hospitality industry

  • Good social skills

  • Good communication skills

 

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