Duty Manager

DUTIES AND RESPONSIBILITIE

Check cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.

Oversee and supervise guest arrivals and departures with the front office supervisor

Greet the VIP guests of the hotel. As directed by the Front office Manager. Perform special services for VIP Guest’s.

Financial Performance (Upselling, Room Revenue, Operation Auditing)

Co-ordinate with all departments concerned in order to maintain Front Office functions properly.

Focus on customer satisfaction (Guest Feedback, Social Media Review). Handle guest complaints and other related problems and report on the Guest Feedback logbook.

Assist Reception, Guest Relations and Bellman during they are busy.

Answer guests inquires, attend to the needs of the guests.

Approve and sign for allowances, rebates etc., as required by Finance team.

Authorise charges to be made for late departures and/or compliments on them.

Motivate and maintains good staff relations.

Maintain and be guided of hotel policy on credit/lost and found hotel guests properties.

To responsible for front office operation during the absence of Front Office Manager

To discuss all matters that needed to follow up with the next shift (Front Office

Supervisor).

Approve the working schedule for the front office attendants and submits them to Front Office Manager

Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with Front office Manager and Front Office Supervisor.

Assign and approve Duty roster for all Front Office staff.

Showing Initiative, Problem Solving, Staff Training, Team Leading

Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events

Have a good knowledge of all systems and standard operating procedures of Front Office

Have a complete understanding of the Front Office Policies and Procedures, Job Description, Hotel Employee Handbook, Hotel’s policy relating to fire, safety and health

and to adhere to the regulations contained therein. Report any hazard to health or safety immediately to Front Office Manager or any other appropriate Department Head