Duty Manager

**JOB SUMMARY**

Reporting to the Front Office Manager (FOM) / Assistant Front Office (AFOM), Duty Manager will be responsible for delivering a seamless and memorable stay experience for our guests. Duty Manager is also expected to guide and coach the Guest Service Executive (GSE) to perform effectively.

**ESSENTIAL DUTIES AND RESPONSIBILITIES **include the following. Other duties may be assigned.

**Key Job Tasks**
- Understand and know how to operate the Opera cloud-based on property management system.
- Meet and greet guests upon their arrival at the hotel.
- Assist with luggage requests.
- Perform all check-in tasks effectively and efficiently.
- Escort guests to room and introduce the amenities in the room.
- Share and promote the facilities and services offered by the hotel.
- Perform all check-out tasks effectively and ensure billing is accurate.
- Answer phone calls within three rings.
- Record any guests that need assistance and/or incidents.
- Run daily reports to identify any special requests and check reports, logs and contingency lists for follow-up and accuracy.
- Follow up with daily pending tasks.
- Take and manage reservations for walk-in guests and/or when reservation department is closed.
- Interact with guests warmly and appropriately, making them feel welcomed and valued.
- Be a lobby ambassador proactively.
- Attend to guests’ queries, needs and other special requests professionally and promptly.
- Take ownership of feedback received by guests and seek assistance from Manager on duty if necessary to ensure prompt follow-up with guests, ensuring their satisfaction.
- Provide related concierge services (e.g. give recommendation on leisure activities, places to visit and transport/travel arrangements, etc.)
- Coordinate with the other hotel departments to provide a seamless stay experience for guests.
- Maintain a high standard of cleanliness, hygiene, and presentation of public areas.
- Ensure daily shift tasks are completed dutifully and smooth shift transition.
- Serve as a role model and coach the GSE in discharging their daily job tasks effectively and efficiently.

**Self-Management**
- Work together as a team with trust to meet the goals of the department/hotel.
- Treat guests and team members from all cultural groups with respect, sensitivity, and transparency.
- Always maintain a high level of professional behaviour.
- Communicate effectively, both with guests and other team members.
- Maintain a high level of personal presentation in accordance with the Grooming Standards Policy and Code of Conduct.
- Remain polite, positive, and cooperative.
- Attend training programmes and meetings as directed to constantly improve skills and knowledge.
- Keep yourself familiar with all policies and procedures in force or that Naumi Hotels adopts from time to time.
- Maintain professionalism, spontaneous & able to offer personalised service.
- Arrive on time for shifts.
- Take personal responsibility to ensure all required tasks are completed accurately and within given time frames.
- Ensure hotel, guests and team members information or transactions are kept confidential during or after employment with the company.

**Health & Safety**
- Demonstrate a commitment to Health and Safety by promoting a safe and healthy workplace that acknowledges the contribution of all team members in maintaining safe work practices.
- Follow the hotel safety and security policies and procedures.
- Report hazards, accidents, and injuries to Manager on duty immediately.

**General**
- Undertake ad-hoc special project as assigned complete in a timely manner.
- Cross train under housekeeping, such as to perform room cleaning and checking to ensure rooms are in tip top condition.
- Perform any other duties and responsibilities that may be assigned.

**EDUCATION and/or EXPERIENCE**

Diploma in Hospitality or equivalent with a minimum 5 years of hospitality experience, of which 2 years in a supervisory position.

**SKILLS, ABILITIES & ATTRIBUTES**
- Positive service mindset and willing to go the extra mile
- Energetic and cheerful disposition
- Enjoy interacting with people
- Strong communication (verbal and written) and human relations skills
- Strong planning, organising and coordination skills
- Good critical thinking and decision-making skills
- Good leadership skills
- Ability to work independently and take initiative
- Good grooming standards and personal presentation
- Flexibility on working days and hours including weekends and public holidays