Duty Manager

As Duty Manager, you are responsible for the customer experience and satisfaction on your shift. Your responsibilities include the leadership of the daily operations, workforce deployment and customer liaison. You will also be the senior reporting official during any emergency.

Ultimately, you will ensure all operations flow smoothly and help us meet our company goals.

Key Responsibilities

Guest Satisfaction: 

· Understand and respond to customer's needs and ensure a high level of guest satisfaction.

· Maintain a professional and high-quality service level at all times.

· Act as the senior reporting official on duty, to deal with complaints, special requests and any other issues that may arise.

· Solicit guest opinions by ensuring a strong front of the house presence and a high level of support for organisers and visitors.

Operational Duties:

· Manage and monitor all activities for events in the centre.

· Assist the operations by ensuring service and safety standards are maintained.

· Conduct staff/ suppliers briefing and ensure effective deployment for the shift.

· Supervise supplier services.  

· Coordinate responses and communication in emergencies.

· Conduct quality checks on facilities and services during the shift.

· Maintain a log of all occurrences for the attention of other departments.

· Support the operations team in planning and development initiatives.  

Requirements 

· Diploma / Degree in any discipline or certified Project Manager qualification.

· Proven excellence in leading teams successfully.

· Fluent in written and spoken English.

· High level of fitness for extensive walking and climbing ladders and stairs during the shift.

· Resilient, pro-active and able to work independently with minimal supervision.

· Ability to prioritise and organize activities in real-time.

· Team player with strong interpersonal skills.

· Experienced in planning resources effectively and deploying team for success.

· Ability to make quick, informed decisions and work under pressure.

· Comfortable with technology, social media and paperless business processes.

· Must be able to work mid-night shifts, weekends and public holidays.