Duty Manager - Career Growth Potential

Job Responsibilities:

· The Duty Manager should present himself/herself as a senior representative of managers in the handling of all guest requests and complaints concerning services affecting the hotel operations.

· Assists, helps and supervises the Guest Service Assistants and Concierge including those of Limousine Services and Valet Services.

· Ensuring all guests are offered a faultless and speedy check-in, with the emphasis being that all guests are pre-registered and checked-in, in their respective rooms.

· Must ensure all facilities are ready to check on details of the arrangements and liaise with Front Office Manager or Sales Manager to meet guests if necessary.

· Ensures all arrangement for VIP and CIP (Commercially Important People) guests and groups are in order prior to their arrival. Ensures the accuracy of guest billings, credit policies and other visitation details.

· Ensures that all checkout arrangements are handled smoothly and gives personal attention upon departure.

· Should aim and spot-checking a few room at random and are to be occupied on the day.

· Is responsible for maintaining a high quality standard of service offered by Bellmen and Doormen, and other guest service areas in the lobby. Should assist in these areas whenever necessary.

· Well versed on the functions for the day and VIP movements, if any. Coordinates with Security and Concierge on manning deployment and special instructions i.e. lift movement, red carpet set up and etc.

· Reports directly to the Front Office Manager and concurrently to the General Manager regarding important information, problems, complaints and the relevant actions taken, on and on-going basis throughout the day.

· Prepares daily work schedule and duty roster in an efficient manner to handle peak time and slow period. Ensures briefings and shift handovers are carried out in a professional and regular manner.

· Schedules and regularly conducts routine inspections of all areas directly pertaining to hotel operations, closely scrutinizing to ensure all minimum standards are met and exceeded.

· Assists the Safety and Security Manager in conducting investigations as and when necessary.

· Possess knowledge of hotel’s emergency procedures and handles emergency cases as and when necessary. Retains confidentiality on cases at all times.

· Ensures that all guest feedback is updated in Profile accurately and consistently.

· Ensures that room rates, which have been updated by reservations, are followed.

· Ensures Front of House associates' grooming standards are being followed.

· Responsible for ensuring all guest areas and public areas are maintained to maximum cleanliness and tidiness, and liaise with Engineering or Housekeeping on all arising matters regarding repairs, cleanliness or refreshing.

· Authorizes paid-out, rebates, cash advances, and cheque acceptance as per the established procedures.

· Co-ordinates all necessary action to be taken to ensure maximum possible great satisfaction within the prescribed procedures of the hotel.

· Actively promotes and drives hotel upselling programs, ensuring that all associates are fully conversant in upselling standards and procedures.

· Maintains cash float and accurately handle monies at all times

· Daily reviews of accounts AR follow up; skip accounts and high balance and updates FOM on all pending issues concerned per shift.

· Deputize for Front Office Manager in his/ her absence and attend meetings as requested.

· Maintains daily e-log and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and that relevant managers are notified as necessary.

· Ensures the night audit process is carried out effectively and highlights any irregularities or discrepancies to the IT Manager/ Financial Controller.

· Works closely with the GSA in ensuring correct data entry and checks and monitors their daily routine tasks, against their checklists.

· Effectively coaches and counsel staff as and when required. Conducts regular checks on staff general knowledge and on current hotel promotions and packages

· Is well versed with group arrival and departure pattern and requirements.

· Effectively handle all ‘cross sell / farm out / farm in” guests during the overbooking and updates the Front Office Manager and Director of Sales on guest feedback.

· Responsible to take reasonable precautionary measures on safety and health procedures and reports any occupational health and safety hazards.

· Have a clear and precise understanding of Hotel fire procedures and evacuation points.

· To take immediate remedial action to initiate corrective measures on unsafe conditional or environmental when deemed necessary.

· Any other duties as may be assigned by the Management from time to time.

Job Requirements:

• At least a Bachelor Degree or Diploma Holder in Hotel Management.
• Minimum 3 years of Front Office experience.
• Minimum 2 years of Duty Manager experience.
• Minimum 1 year of working experience in four or five stars hotel.
• Strong interpersonal and problem solving abilities.
• Good in computer literate (Word, Excel, etc.).
• Willing to work on shift basis.
• Leadership skills.
• Responsible for training the Front Office associates.
• High level of integrity and sense of responsibility with commitment to good governance.
• Excellent communication and presentation skills.