Duty Manager
4 weeks ago
Responsibilities:
Ensure the smooth running of operations on a day-to-day basis in a proactive manner. Support and assist all Front Office operations. Welcome guests and visitors in a friendly, prompt, and professional manner. Ensure that all guests receive prompt, cordial attention and personal recognition, and resolve related problems. Understand and carry out duties in line with Hotel Safety and Emergency procedures. Foster team synergy to drive teamwork and achieve results. Perform check-in and check-out procedures using the property management system, adhering to the guidelines set by the hotel. Work closely and coordinate with other operating departments (e.g., Housekeeping, Engineering, F&B) to achieve results and guest satisfaction. Check all correspondence of the day’s arrivals to familiarise yourself with all arriving guests and their needs, and follow up as required. Control daily rooms and room type availability, and follow up with housekeeping and the revenue department on any discrepancies to maximise revenue. Assist the guest experience team with room checks and VIP arrivals. Conduct pre-shift briefings with the front office team to relay all pertinent guest information and operational requirements. Review the daily event sheet and in-house groups, and participate in the daily lineup. Provide a consistent level of guest recognition and delivery of personalised services. Maintain thorough knowledge of room rates, room packages/promotions, room types, room availabilities, and occupancy levels. Assist with room reservation calls for modifications, bookings, and cancellations when needed. Check all billing instructions and guest credit for accuracy. Follow up and resolve related issues. Maintain appropriate standards of conduct, uniforms, hygiene, and appearance for the front office department. Address guests' complaints and requests in a polite and efficient manner. Give further instructions to the relevant colleagues if needed to ensure optimal guest satisfaction. Maintain a record of all complaints, feedback, and requests. Follow up and inform concerned operating departments. Make decisions on upgrades, comps, and rebates as per stipulated hotel policies and procedures. Assist in department orientation and training of the hotel service standards, procedures, and programs. Inspect Front and Back of house areas for cleanliness, health & safety, and report any faults to the relevant departments. Promote in-house sales, facilities, and upselling programs to maximise revenue.Qualifications, Knowledge, and Skills:
Service-oriented with an eye for detail. Ability to work effectively and contribute to a team. Self-motivated, energetic, and friendly personality. Must always be well-presented and well-groomed. Excellent reading, writing, and oral proficiency in English; additional language skills are a plus to converse with international guests. Willing to work shifts. Minimum hotel background in rooms division; supervisory-level experience required. Strong skills in guest service, communication, organization, and problem-solving. Prior experience in Opera / Opera Cloud.-
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