Duty Manager
1 month ago
Job Summary
The Duty Manager is responsible for the supervision of the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.
Key Responsibilities
- Conduct daily briefings and ensure that all pertinent information is well received by team members
- Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met
- Review, analyze, and suggest improvement of work flow and standards at the Front Desk
- Analyze rate variance report to ensure rooms revenue control, approve discounts, and rebates
- Communicate with Front Office Manager on all matters regarding guest services & hotel operations
- Ensure documentation of all guest-related issues using the logbook
- Sign media and supervise shift handover procedures
- Coordinate and communicate with other hotel departments as required regarding general administration and operations issues
- Provide management presence at all times by assisting with the handling of guests' needs and complaints tactfully and efficiently
- Assist Guest Relations in greeting, rooming, and sending off guests
- Inspect front of house and back of house regularly for cleanliness and orderliness
- Ensure that front-line staff complies with marketing techniques and maximizes sales
- Check billing instructions, monitor guest credit, and act upon any discrepancies
- Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
- Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently
- Ensures the Safety, Security, and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.
- Conduct Night Audit Process for the hotel
Team Management
- Provide department orientation and training of the hotel service standards, procedures, and programs
- Constantly monitor team members' appearance, attitude, and degree of professionalism
- Motivates and provides a work environment which brings out the best in team members
Other Responsibilities
- Maintain complete knowledge of all food & beverage services outlets and hotel services/features
- Be fully conversant with hotel fire & life safety/emergency procedures
- Attend all briefings, meetings, and trainings as assigned by management
- Report for duty on time wearing clean and complete uniform at all times
- Maintain a high standard of personal appearance and hygiene at all times
- Perform other reasonable duties assigned by the Management of the Hotel
Main Complexity/Critical issues in the Job
Maintain highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests' expectation/VOG target.
Qualifications:
Knowledge and Experience
- Diploma in Tourism / Hospitality Management
- Minimum 3 years of relevant experience in a similar capacity
- Excellent reading, writing, and oral proficiency in English language
- Ability to speak other languages will be an advantage
- Good working knowledge of MS Excel, Word, PowerPoint, and OperaCloud
Competencies
- Strong leadership, interpersonal, and training skills
- Good communication and customer contact skills
- Results and service-oriented with an eye for details
- Ability to multitask, work well in stressful & high-pressure situations
- A team player & builder
- A motivator & self-starter
- Well-presented and professionally groomed at all times
Remote Work:
No
Employment Type:
Full-time
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