Duty Manager

Duty Manager, Guest Service

The Duty Manager works under the supervision of the Front Office Manager to oversee the day-to-day operations of the front office including night shift if applicable, ensuring the smooth delivery of exceptional services to property's guests/customers. The Duty Manager often meets or liaises with other executives or managers of the various departments to satisfy guests/customers' requests, handle VIP arrivals, collaborate effectively on usage of function and catering space, manage security issues and any matters concerning guests’ undesirable conduct in rooms or public areas.

The Duty Manager is required to have a good working knowledge of the Property Management System or other hotel reservation software to meet the challenging demands of his/her work responsibilities and may be required to assist in reception, concierge, reservations, housekeeping, budgeting matters and food and beverage operations. He/She also analyses market/industry trends and potential customers to suggest appropriate proposals to enhance branding and revenue. The Duty Manager is involved in supervising and guiding the front office team and coordinating the team’s work schedules. He/She should have the ability to work in a fast-paced environment in managing the multifarious operation concerns and expectations of guests.

**Responsibilities**

You will:

- Supervises overall activities in the department.
- Supervises and delegates duties to supervisors and prepares work schedule for them.
- Develops weekly schedules, monitors team attendance and put up the leave calendar
- Supervises all sections and improvements in operation where she/he finds opportunities to develop service standard.
- Plans and organizes departmental periodical training sessions for staff of courtesy, efficiency and job knowledge (especially for new staff).
- Keeps knowledge/information of any change in resort policy and procedure and enforce them.
- Ensures good communication and cooperation between front office department and other departments.
- Performs all duties applicable to the night shift ensuring all report, system checks as well as run of the day (date system change) are performed accordingly to standards and hotel requirements.
- Controls expenses of front office department.
- Maintains a personalized service standard of the reception by constant training and motivation of the team members.
- Liaise closely with Housekeeping to ensure that optimum number of room / suites are available and all incoming guests requirements are met.
- Actively take part in Sales Activity within the hotel including referral of lead to the Sales office
- Reads all reservation correspondence prior to the guest arrival to understand the needs and wants of the guests, updates and corrects information in Opera accordingly
- Conducts daily briefings
- Blocks special room. Requests and personally checks them prior to the arrival of guests.
- Personally welcomes guests and allocates rooms and coordinates with supervisor for proper follow up.
- Makes sure that the service of the front office team is prompt and attentive at all times.
- Personally resolves any problem a guest may face during his stay in the hotel or endeavors to provide the maximum service possible always with a margin for flexibility.
- Conducts regular inspections of areas directly under his responsibility.
- Meets regularly with supervisors in order to convey all necessary information, concerning events taking place in the hotel, memoranda received, transfers and training procedures or instruction from higher management.
- Meets on a monthly basis with all team members in the department in order to convey information and to discuss technical queries and to solve any problems employees may encounter.
- Communicate to management concerned, movement of guests and guest comments.
- Coordinates with the training department to implement training plans.
- Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecast, reports and tracking logs
- Conforms to the company’s Policies & Procedures.
- Performs Duty Manager responsibilities on rotating shifts Perform any other duties as assigned by the Management

**Job Requirements**

You have:

- At least 3 years of relevant work experience, preferably in the hospitality industry and in a Supervisory role
- Attained at least a Degree, Diploma or Higher NITEC in Hospitality, Hotel Management, or an equivalent qualification
- Service-oriented
- Supervisory skills
- Passion for coaching and guiding
- Passion in learning a variety of tasks, including handling paperwork and managing a team
- Willingness to perform shifts