Duty Manager / Front Office Manager

Job Summary

Assisting Front Office Manager in the overall day to day operations whilst on duty. Resolve any guest complaints and to establish an amicable relationship with guests, clients of the Hotel and ensure prompt, courteous and accurate service to all gusts to maximize customer satisfaction. Ensure quality in all aspects of work and among the staff in the department. Liaise with different departments for smooth and coordinated work.

Key Responsibilities

• Ensure that all Front Office team members are familiar with the hotels products and services, current promotions, policies and other important information.
• Ensure that all Front Offices SOPs are adhered to by all team members.
• To respond to guest feedback, compliments or complaints relating to Front Office operations in a courteous and efficient manner, following through to make sure problems are resolved in a way that exceeds guests expectations and utilizing the empowerment guidelines.
• To respond to all other guest feedback directed to Front Office; either by referring to the department responsible or resolving directly when appropriate.
• To report any difficulties to Front Office Manager or Hotel Manager
• To be aware of top corporate and VIP clients and highlights to all team members.
• Ensure all VIP arrival and function guests are to be coordinated and welcomed.
• Review all guest arrivals and ensure that rooms are assigned according to the reservation and preferences.
• To be fully conversant with hotel room types and availability, assisting guests with reservation enquiries and bookings as may be required.
• To be fully conversant with Front Office manual procedures in the event of the Hotels computer system being off-line.
• To be fully conversant with the Hotel Emergency and Evacuation procedures including Bomb threats and gas leakage, ensuring all Front Office personnel are competently trained in such procedures and to conduct regular emergency procedure checks as required.
• To file an electronic log at the completion of each shift, documenting all incidents and Hotel activities when necessary.
• To attend and participate in all required meetings in a courteous and efficient manner and contribute to the successful conduct of each meeting by sharing any comments or concerns as well as action plans.
• Responds to the results of the SALT and ensures that relevant corrective and preventive measures are taken appropriately.
• To maintain the hotel lobby, entrance areas and front porch in a clean and orderly manner at all times.
• To ensure that all team members treat all operating equipment and supplies carefully to minimize damage and reduce wastage.
• To be fully responsible in Front Office scheduling to ensure the manning is arranged according to the operational needs and to be monitored closely.
• To ensure the punctuality and appearance of all Front Office team members, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and departments grooming standards.
• Assists to conduct annual Performance Development Review (PDR) with Front Office team members and supports them in their professional development goals.
• Assists to develop the skills and effectiveness of all Front Office team members through the appropriate training, coaching and mentoring.
• Ensures that all team members have a complete understanding and adhere to hotel rules and regulations.
• Ensure daily briefings are conducted in timely manner and all team members are briefed on the daily activities taking place and logistics of the operations.
• Exercises responsible behaviour at all times and positively represents the hotel as well as maintaining a high level of professionalism.
• Performs all duties applicable to the night shift ensuring the all report, system checks as well as run of the day (date system change) are performed accordingly to standards and hotel requirements.
• To be flexible in your job function and perform any other duties and responsibilities which may be assigned to you, including redeployment to other areas of required, in order meeting business demands and guest service needs.
• Other duties as assigned by the management such as assisting other department to support operations.
• Multitask

Responsibilities

• Minimum 3 years of hospitality experience.
• Proven experience as Duty Manager / Floor Manager / Front Office Manager / Hotel Supervisor or equivalent.
• Good interpersonal and communication skills.
• Ability to work independently with less supervision.
• Able to work 6 working days rotational / 8 hours minimum per day.