Duty Manager - with Growth Opportunities

JOB DESCRIPTION

• Report directly to the Assistant Front Office Manager/Front Office Manager on all matters of importance affecting guest services and general hotel operations. 
• Co-ordinate and co-operate with all other departments as and when required and has a good working relationship with all EXCO, Heads of Department and the Sales and Marketing team.
• Has a strong relationship and interaction with all hotel guests, visitors and members of the local community.
• Handle all levels of staff professionally.
• 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.
• Assist and supervise the Front Office Assistants, Supervisor and Bellman.
• Ensure there is a healthy and strong communication link between the Front Office department and other departments.
• Is responsible for 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.
• Should assist and help when groups, incentive bookings, VIPs special guests or banquet guests arrive.  Must ensure all facilities are ready to check on details of the arrangements and liaise with Assistant Front Office Manager, Front Office Manager or Sales Manager to meet guests if necessary.
• Should assist in checking VIP details, the accuracy of guest billings, credit policies and other visitation details.
• Ensures all VIP arrangements are in order prior to their arrival.
• Welcomes and usher VIP to their rooms as per the specified hotel's guidelines.
• Ensures that all checkout arrangements are handled smoothly and gives personal attention upon departure.
• Should aim to check and assist the Front Office Supervisor and Housekeeping Supervisors in spot-checking a few rooms at random and all suites or speciality rooms that are to be occupied on the day.
• Is responsible for maintaining a high quality standard of service offered by Bellmen, and other guest service areas in the lobby.  Should assist in these areas whenever necessary.
• Should assist the Bellman and delegate task to ensure a free and steady flow of traffic at the hotel entrance area.
• Is 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 Assistant Front Office Manager/Front Office Manager and concurrently to the Director of Sales & Marketing regarding important information, problems, complaints and the relevant actions taken, and on-going basis throughout the day.
• Is responsive and receptive to guest complaints, should analyze; and within the limitation set; make correct and quick decisions to ensure total guest satisfaction, whilst also protecting the hotel’s property and revenues.
• 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.
• Co-ordinates with Security in the investigation of irregularities and stands witness to the breaking of safety deposit boxes as and when necessary.
• Assists the Security Officer in conducting investigations as and when necessary especially guest response.
• Is fully responsible for all emergency cases in the absence of the General Manager and Director of Operation, Assistant Front Office Manager/Front Office Manager and Heads of Department.  Must be thoroughly knowledgeable with the hotel’s emergency procedures.
• Shall take control over small emergency situation and exercise authority and retains confidentiality on cases at all times.
• Ensures that all guest feedback are updated in epitome accurately and consistently. Monitor on guests update list.
• Updates staff on room rate charges and sales & marketing programs.
• Updates staff on rules and policies governing special promotions and that their production is tracked.
• Ensures that room rates, which have been updated by reservations are followed.
• Must assist, to promote and up-sell inter-hotel sales and in-house facilities whenever possible.
• Responsible for ensuring all guest areas and public areas are maintained to maximum cleanliness and tidiness, and liaise with Maintenance or Housekeeping on all arising matters regarding repairs, cleanliness or refreshing.
• However, the scope of work for the policies listed above will be added or reduced from time to time as appropriate. You do not have the right to dispute any additions or deficiencies will be determined by the company.

JOB REQUIREMENT

• Candidate must possess at least Diploma (or equivalent) in Hotel Management or a related field.
• Minimum 3 years of experience in Hotel’s Front Office/Guest Relations/Customer Service including some supervisory level experience.
• Experiencing in understanding of hospitality industry standards, and a proven track record in improving guest satisfaction are crucial.
• Have knowledge in cash management and bookkeeping procedures.
• Possess strong interpersonal skills with fluency in English.
• Possess strong organizational skills, team management skills and problem-solving skills.
• Self-starter, goal oriented, eye for details and has an ability to drive change.
• Responsible, reliable and committed.
• Availability to work in shift including weekends and public holiday.
• Ability to work well under pressure in a fast-paced environment.