DUTY MANAGER - Unlimited Growth Potential

Responsibilities

• Taking charge of front office reception, concierge, call centre during the shift duty by providing leadership and guidance.
• To supervise day to day operations and ensuring all standard operating procedure are adhered to.
• To ensure guests requests and complaints are being handled with promptness, courtesy and efficiency. Assisting in check in / out guests during busy time. 
• Provide briefing to all front office members on hotel products as well as to f&b and facilities in the hotels for upselling purpose.
• Assist to inspect rooms assigned to VIPs before arrival. Meet & accompany the VIPs to their rooms and ensure that the complimentary amenities are provided. 
• Follow up on all pending tasks by checking logbook upon commencement of shift duty. 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.
• Check all reports in system and take corrective actions if variance detected.
• Follow up on unsettled payment for that day and liaise with all other departments involved to get it clear. 
• To conduct regular briefing with the Front Office Personnel in the absence of front office manager to update hotel happenings and to guest's requests.
• Assisting guests in reporting incidents to the security department for assistance. 
• Coordinate with security department in handling matters concerning guests undesirable conduct in rooms / public areas in the hotel or undesirable persons loitering around.
• Authorize room changes, paid outs, rebate, according to policies and procedures and level of authority in place.
• Provide on the job training for reception staff. 
• In the event of night duty, ensures the night audit process is carried out effectively. Highlights any irregularities or discrepancies to the IT Manager/ Financial Controller.
• Have a clear and precise understanding of Hotel fire procedures and evacuation points.
• To perform any additional duties and responsibilities when requested by the management relevant to the position. 

Requirement:

• Diploma holder in hospitality/tourism with at least 3 years’ experience in the similar capacity as a Duty Manager. 
• Pleasant personality with good communication skills. 
• Customer centric with good service skills.
• Proficiency in hotel management software and familiar front office duty.
• Familiar with the payment process and equipped with sense of responsibility in payment collecting on guest check out.   
• Good problem solving aptitude, able to handle conflict at the tactful way.
• Ability to remain compose under pressure while providing amicable solution to guests
• Familiar with Opera cloud is an added advantage.