Duty Operations Manager
1 week ago
We are seeking a highly skilled and experienced professional to take on the role of Duty Manager in our hotel.
The ideal candidate will have at least 3-5 years of relevant working experience in a similar capacity, with a strong track record of delivering exceptional customer service, leading high-performing teams, and driving business growth.
About the Role:- Support the Front Office Manager in ensuring department targets are met and reviewed for improvement, including guest reviews, social media ratings, upselling, membership enrollment, and DCC etc.
- Review work processes for possible improvements and efficiency.
- Handle all guest complaints and feedback in a professional manner.
- Follow up on guest complaints efficiently and take corrective action.
- Provide on-site support to guests' needs and queries.
- Oversee and supervise guests arrivals and departures with the front office team.
- Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
- Ensure all reception and cashiering procedures are performed in accordance with established standards.
- Work closely with other operational departments to provide seamless and consistent guest service.
- Train new and existing staff to ensure consistency in service delivery.
- Coordinate guests and staff during an emergency evacuation.
- Review daily activities, including forecasts, targets, issues, or incidents related to internal and external guests.
- Strong problem-solving and analytical skills.
- Excellent communication skills.
- Customer service-oriented and able to handle challenging situations professionally.
- Ability to perform under pressure in a fast-paced environment.
- Good knowledge of PMS Opera.
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