Duty Manager

2 months ago

Ernakulam, India IBIS Full time
Job Description

  • Review and update the logbook.
  • Check equipment and work setups.
  • Maintain a smart appearance, be well-groomed, and keep a friendly, cheerful disposition at all times.
  • Oversee daily operations and ensure smooth workflow.
  • Report regularly to supervisors or the night manager (if on shift).
  • Monitor employee performance and provide coaching and necessary training.
  • Handle guest complaints, take immediate action to ensure satisfaction, and inform the manager when needed.
  • Implement and coordinate OSM (Operational Standards Manual) procedures in line with the company’s values and core behaviors.
  • Follow emergency procedures, including fire and first aid protocols.
  • Be fully aware of daily activities and have knowledge of the hotel's products and facilities.
  • Ensure that the panic report is printed at least twice during the shift.
  • Prepare for daily arrivals, including room allocation and handling special guest requests.
  • Ensure VIP rooms are ready, communicate with housekeeping and F&B, and handle all related tasks prior to VIP arrival.
  • Take responsibility for the shift, ensuring support for the reception team and resolving issues promptly.
  • Perform check-in and check-out for VIP guests and Accor members during work hours.
  • Lead and motivate the team to participate in hotel programs such as Circle M and Cherish to meet monthly goals.
  • Monitor online guest reviews (Tripadvisor, Booking.com, etc.), investigate issues, and respond accordingly.
  • Attend important meetings, such as credit and revenue meetings, when requested.
  • Manage financial tasks like cashiering, foreign exchange transactions, night audits, and guest settlements upon departure.
  • Provide smooth, friendly service to guests and respond promptly to requests and inquiries.
  • Handle walk-in reservations and process phone reservations when the reservations department is closed.
  • Issue guest room key cards and ensure effective security measures.
  • Check the Paymaster daily and provide feedback to the Rooms Division Manager.
  • Encourage the team to upsell rooms and breakfast daily, sharing results and feedback.
  • Train new reception staff and ensure that Opera V9 is used for system training.
  • Maintain a daily courtesy call sheet, sharing feedback and actions with the manager.
  • Coordinate with various departments (Front Office, Housekeeping, F&B), especially with the General Manager, regarding VIP and important guests.
  • Carry out any additional tasks assigned by the management during working hours.
  • Perform duties in accordance with Mövenpick Hotels & Resorts’ core behaviors: Trust, Relationship, Entrepreneurship, and Drive.
  • Assist other hotel departments when needed during duty hours.

Qualifications

  • Experience in a similar role within hospitality.
  • Strong leadership and communication skills.
  • Proficient in hotel management software (e.g., Opera, PMS).
  • Ability to handle guest complaints and solve problems efficiently.
  • Fluent in English (spoken and written)
  • Ability to work under pressure and manage shifts, including weekends and holidays.


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