Duty Manager

FILINVEST COMPANY: CRIMSON RESORT & SPA MACTAN

JOB SUMMARY:

In accordance with the policies, procedure and standards of Chroma Hospitality, Inc. and Crimson Resort & Spa, Mactan, and under the direct supervision of the General Manager, that under the general guidance of the Executive Office Manager, the Duty Manager provides general management support throughout the hotel at all times, monitoring guest satisfaction, security, employee activity, physical defects in the Resort.

JOB DESCRIPTION:

• Monitors current status and room availability.
• up selling of all hotel facilities
• Facilitate repeat business through guest satisfaction index
• Ensures implementation of on - day rate with the direction of the Front Office Manager.
• Adjusts rate strategies if revenue opportunities demand (in the absence of the Executive Office Manager), with the guidance and direction of the Front Office Manager
• Achieves sell out (in the absence of the Executive Office Manager) with the direction of the Front Office Manager
• Monitors general efficiency level throughout the hotel when on rounds.
• Observes staff deployment in major areas of the hotel and initiates / recommends action where necessary
• Monitors wastage and energy consumption throughout the hotel on rounds, and coordinates appropriate corrective action where needed.
• Regularly do a spot check of cashier float to ensure it is well accounted for at all times.
• Ensure that computer saves, backup reports are regularly done.
• Maximizes every opportunity to increase revenue by bringing possible business to the hotel.
• Reviews / checks and is responsible for providing an accurate Rooms Revenue report; investigates any discrepancies.
• Monitors and reviews all in-house accounts esp. high balance accounts to ensure correct room rates are charged and collected.
• Ensures that hotel credit policies and procedures are adhered to at all times.
• Takes responsibility in the absence of higher authority in any situation requiring management support / action.
• Monitors performance standards, reporting issues, as needed.
• Models the values and behavioral standards set by management.
• Performs any other duties and projects assigned by the GM, RDD and FOM.
• At the start of the shift, ensures that he is fully aware of all events during the previous shift by reviewing the Duty Managers log.
• Maintains a brief record of all incidents (guest and employee), all findings (when on rounds) and all other relevant items in the Duty Managers log. Where discretion is required, reports verbally to the Resident Manager / General Manager.
• Maintains a record of guest feedback and takes remedial action to resolve the problem and recover guest loyalty.
• Follows through on ongoing guest dissatisfaction as reported in the log.
• Advises Department Heads on issues pertaining to their departments if these occur when the department head is not on duty
• Otherwise, records the incident in the Duty Managers log with copy to the Department Head concerned.
• Attends meetings as required by the Executive Office Manager.
• Reviews all communication which may affect the role of Duty Manager.
• Ensures that morning reports are accomplished and completed on time, and distributed to the appropriate departments.
• Be aware of all security incidents and record same briefly in the Duty Managers log. Ensures that Security Department updates initial reports with continuing verbal reports as the incident progresses. This applies to any safety / security or accident which occurs in the Resort.
• Ensures that procedures set with regards to the Vingcard System are strictly adhered to.
• Takes responsibility in the absence of higher authority in any security / safety situation exceeding the authority of the Security Manager. This includes emergencies as fire, major accidents, e.g., medical, theft, natural catastrophes, etc. In such situations, coordinates all activities with primary focus on life safety and second on property protection.
• Coordinates with Security in the investigation of irregularities.
• Is responsible for the master key and spare room keys.
• Monitors, reports and makes recommendations on security and safety issues, both guest and employee, as noted during the shift.
• Conducts regular property patrols.
• Does emergency opening of guestroom safe.
• Oversees emergency access to normally off - limits areas such as stores, etc.
• Interacts with guests at all opportunities.
• Solicits guest feedback and reports these through the Duty Managers log.
• Resolves guest complaints and monitors ongoing satisfaction.
• Requests assistance from superiors in situations that are beyond the Duty Managers scope of responsibility, i.e. situations / events which may have a major effect on the image of the hotel.
• Coordinate Front Office operations during shift, including Front Desk, Guest Services, PABX, Concierge to ensure guest excellence and adherence to Crimson standards and procedures at all times.
• Oversees lobby operations ensuring that guests are handled quickly and efficiently in all their needs.
• Reports efficiency problems and recommends solutions.
• Monitors and investigates Housekeeping rooms status discrepancies prior to the end of his shift.
• Prepares and follows through on maintenance orders.
• Witnesses forced opening of safety deposit boxes.
• Authorizes billing requests and grants credit arrangements in accordance with credit policies of the Resort.
• Inspects VIP guestrooms daily and reports discrepancies / findings to the appropriate areas. Follows through on reported discrepancies / findings.
• Approves the accommodation of clients without reservations where needed.
• Observes Executive Office and Food & Beverage activities together with section heads concerned, and reports discrepancies to the Resident Manager and the Division Head concerned.
• Maintains and updates a logbook for detailing relevant activities and events daily.
• Ensures proper turnover and handover at the end of the shift.
• Reviews all reports made during the shift, checks with department concerned regarding accuracy and completeness.
• Signs off forms as required by hotel operations, to cover store requisitions, personnel forms in the absence of Human Resources, restricted key access, rebates, voids, etc.
• Processes emergency store requisitions outside of store hours.
• Records physical defects identified during rounds, using appropriate Work Order processes.
• Regularly walks around the Lobby to establish rapport with guests.
• Provide the Executive Management and Department Heads with reports of all incidents and to take action to avoid repetition of any incidents, accidents, thefts or complaints.
• Acts on guest concerns immediately.
• Meets VIP arrivals.