Duty Manager

Job Summary

In accordance with the policies, procedure and standards of The Lind Boracay, under the supervision of the Front Office Manager, the Duty Manager is responsible to the well-being of all guests and staff during their time at the hotel, maintain a high level of host presence throughout and ensure the overall smooth running of the hotel at all times when on duty.

Essential Duties and Responsibilities

· To deal with complaints quickly and efficiently and find suitable solutions to any problems that may arise, communicating issues with the FOM and colleagues in a constructive clear manner.

· Adheres to his/ her limit of authority as outlined by management.

· Understands the hotel policies and procedures and regulations per The Lind standards.

· To ensure guest queries are dealt with in a helpful and professional manner and inform DHs concerned in case of issues that cannot be easily resolved.

· Responsible for ensuring consistency in exceeding guest service expectations.

· Adheres to and promotes the company’s health and safety and emergency procedures and emergency action plan.

· Responsible for the entire hotel during the night shift in terms of monitoring the operations ensuring the safety and security of the hotel, colleagues and guests.

· Logs all guest comments on the Duty Manager’s Log and prepare a summary of all comments from previous 24hrs which can be used at the Daily Operations Briefing.

· Moves around the hotel to interact with as many as guests and staff as possible.

· Oversees all contracted staff working overnight in the hotel, recording any issues that may arise for handover to relevant department head in the morning

· Oversees the employee dining room and ensure that all staff receive appropriate meal break during their shift.

· Monitors and inspects overnight cleaning team, ensuring the highest level of cleanliness and work efficiencies at all times.

· Deals with guest request in a polite and efficient manner, delegating work where necessary to other staff and then following up to ensure that the guest has been satisfied.

· To liaise well with all departments, ensuring that communication of the day’s activity is clear and understood.

· Seeks feedback on guest satisfaction and resolves problems in accordance with the brand standards.

· To introduce himself/ herself to all guests and hosts of events and parties upon arrival.

· To ensure that the accommodation for arriving VIPs and those staying is prepared to the agreed standard

· To room all VIP and important guests personally assuring a very positive first impression.

· To liaise with guests ensuring a strong host presence at all times, passing relevant information onto the staff especially specific requirements or arrangements.

· To ensure that guests’ requests are met if not exceeded so far as is reasonably possible.

· Fully conversant on all the services offered by the hotel, operating hours of the outlets, and profile of the outlets.

· Conversant on activities and offerings of the island.

· Engages with guests professionally and builds loyalty to the brand.

· Organizes guest billing and ensures accuracy to minimize disputes, rebates, loss of revenue, and guest complaints.

· Communicates fluently and professionally in the English language both written and verbally.

· Administer Credit Check/ Hi- balance, rate variance and rate check.

· Conducts Guest Profiling to arriving guests, at least 5 days before arrival.

· Runs the Night Audit/ End of Day

· Runs the audit reports in PMS that is required by Income Audit the next day, responsible for the nightly end of day reporting, ensuring accuracy in balancing accounts.

· Performs all necessary reconciliation and audit functions for the reception in order to complete the day’s business.

· Ensures that all financial reporting is maintained and accurate inclusive of reviewing financial reports to ensure accuracy.

· Ensures that all F&B outlets have handed over the relevant paper work to allow days business to be completed.

· Complete all necessary computer system backups.

· Handles inventory during sold out days

· Provides guidance and motivation to the night team.

· Direct staff in maintaining clean and tidy work area at the front and back areas of the Front Office.

· Complete preparation of work and admin work which his/ her superior has passed on.

· Monitors and deals with all pre-registered booking and all No-Show guests.

· Sending Day Report with DM’s log report to the management team daily.

· Performs any other duties and tasks that may be assigned by immediate superiors from time to time.