Duty Manager MERCURE

The Mercure Algiers Palais des Congrès is strengthening its teams and is looking for a Duty Manager.

Reporting to the General Management of the hotel, the Duty Manager will be responsible for:

• To ensure the proper functioning of the hotel in the absence of the general manager and the management team by taking appropriate decisions according to the requirements of the service.
• Maintain compliance with the procedures and directives of the general management of the hotel and support the activity according to the workload plan defined by the general manager.
• Manage problems related to customer relationship management as well as any technical aspect of the hotel's operation by reporting the necessary information to the general management.
• To monitor its actions by ensuring that they lead to a concrete result.

Its main tasks will be to:

• Ensure a permanent presence at the hotel level;
• Be the customer's contact person in the event of a complaint;
• Be vigilant about the quality of the services offered, as present and the cost of customer comments and quality audits. Feedback from management;
• Take charge of complaints, ensuring that solutions are provided as quickly as possible;
• Collect customer information in order to improve their future lives.
• Ensure the application of customer relations standards (Customer Profile, Birthday, Honeymoon etc.).
• Ensure transversality with the different departments of the hotel (reception, restaurants, reservations, bars, floors), to coordinate the work;
• To ensure compliance with invoicing and collection procedures;
• To act on the motivation and commitment of team members by creating a positive and collaborative work atmosphere

Profile:

• Significant operational experience, particularly in accommodation or catering in the hospitality sector.
• Mastery of computer tools and Op ra and Mycros software.
• My knowledge of French and English.
• Interpersonal skills and fluid communication, oral and written
• Organization, transversality and autonomy.
• Have a sense of detail and the requirement of quality.
• Good presentation (permanent contact with the customer).