Duty Manager

REPORTING LINES

Reporting to —Front Office Manager

Direct report — Reception Team

RESPONSIBILITIES—GENERAL

Represent the management in greeting and seeing off VIP guests, conducting Property and rooms inspection regularly. Bring any outstanding points to the notice of the Department Heads and follow up whenever necessary. Handle guest complaints.

Conduct regularly inspection rounds to all areas of the Property with emphasis on the close scrutiny of the operating departments both in the front-of-the -house and back-of-the house areas, complete inspection check-list and make comments on irregularities.

Follow up on pending irregularities as well as on the working order of elevators, lobby lights, air conditioning and other Property equipments.

Ensure that the staff adheres to all policies established or directed by the Property and enforce discipline at all times.

Provide assistance to the Front Office Manager in organizing, directing and coordinating front office activities.

Assist the Front Office Manager in guiding and training all the students qorking at the Front Office Department.

Supervise front office personnel; also verify the accuracy of reports emanating from the receptionists.

Provide feedback to management regarding directives to be carried out by the operations staff.

Foster and enhance a professional relationship with all guests to ensure that they are well taken care of. 

Receive feedback from guests necessary to improving the delivery of quality services.

Is thoroughly familiar with the manual back up system.

Shall enforce all Property policies, including authorizing or denying requests from the operational departments as may be deemed appropriate.

Maintain an incident logbook of all pertinent and important events throughout his entire shift, and turnover the same to the oncoming Duty Manager.

Is responsible for the safekeeping and correct release of all valuables left for an arriving or in-house guest.

Coordinate closely with Housekeeping and Security in carrying out proper procedures based on his decisions concerning “Do Not Disturb Rooms”, “Refused Service Rooms” and “Double Locked Rooms”.

Assist Welcomers/Concierge team in welcoming guests/VIP guests on their arrival and bidding farewell to them on their departure as well as checking on VIP set-ups.

Observe Food & Beverage outlets service and make suggestion for improvement.

Handle guest complaints and provide assistance to guest's special request whenever required.

Coordinate and work very closely with the Security Department with regards to any criminal act, theft and accident within the Property.

Log all irregularities and report to Front Office Manager especially any unusual occurrences such as accidents, thefts, etc.

Handle emergency cases according to the established policies & procedures, e.g. fire safety, typhoon, security and medical care, etc., when required.

Conduct regular relevant training topics to staff and team as required by FOM

Give courtesy 3 calls/week to all guests in house. Also to call the long staying guests on Sunday.

Assist Front Office Manager in setting and updating the Front Office check lists and FO SOP

Check the appearance, grooming and uniform of staff and make recommendations to rectify and correct such appearance on all staff.

Develop and maintain good employee relations through intelligent interpretation and conscientious application of Property personnel policies.

Complete knowledge of hotel's policies and procedures, rules and regulations.

Complete knowledge of hotel's facilities and services.

Attend the daily Front Office briefing as well as monthly Front Office meeting.

PROFESSIONAL EXPERIENCE

A positive attitude and excellent communication skills.

Significant experience in a customer-service position.

Experience in team management.

Extremely guest oriented and service minded.

Leadership and well organized.

IT skills: good in Microsoft office.

Certificate of Hotel Profession.

Extremely high spirit of Customer Service.

English: good writing and communication skills.