Duty manager / Quản lý ca trực

 The Duty Manager is responsible and accountable, under the direction of the Front Office Manager or/and Director Of Room for the efficient overall day to day operations of the hotel whilst on duty. They are to maintain the highest standard of guest service and satisfaction.

 The Duty Manager is responsible for engendering team spirit and motivation in all staff. They must also be fair and just in any staff disciplinary action required.

 The Duty Manager is also expected to be a “hands on” Manager. By this we expect that they be prepared to lend “hand on” assistance if a hotel area/department becomes very busy. It must be emphasized that this “hand on” assistance must be approached with the “hotel as a whole” in mind, and must not be detrimental to the efficient operations of the other areas.

 The duty manager is in charge of guest safety in case of emergency.

 Supervise, control, co-ordinate and plans the daily activities of guest with front office personnel.

 Check daily arrival for VIP/IP/Group and Regular FIT clients.

 Conduct inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking.

 Ensure working of all Front Office Policies and Procedures.

 Introduce Hotel facilities and special service to guest while rooming.

 Check/ensure most friendly, promptly and courteous attitude of Front Office Staff.

 Coordinate with other Department whenever required.

 Coordinate with Housekeeping and Engineering Department for any request from guest regarding maintenance and repair in guest room.

 Handle matter relation Front Office operation and ensure all operating equipment within the Department is well maintained.

 Ensure all staff adheres to rules and regulation of the Hotel and maintained a quiet working environment.

 Conduct staff training as required and evaluate their performances with Front Office Manager or / and Director Of Room.

 Ensure that all area with under control are properly manned and must personally check and authorize all staff to ensure a proper coverage all the times and report unusual incident to Front Office Manager or / and Director Of Room.

 Must dealing with the guest and staff in a very diplomatic way.

 Promptly handle guest's complaints and inform the necessary Department Heads when appropriate.

 Must follow the policies and procedures as laid down by Management.

 Assist in informing all concerned for new information or amendment. So they can be aware and prepares.

 Be understanding and supportive, encouraging and helpful to all sub-ordinates.

 Attends all training sessions as scheduled.

 Establishes effective employee relations and maintains the highest level of professionalism, ethic and attitude towards all hotel guests, clients, heads of department and employees

 Maintains a very good reputation for the hotel and assist to increase the overall profitability of the hotel.

 Cooperate and assist to all Department concerned regarding required and ensure the operation in running smoothly.

 Ensure all staff on duty are at all times immaculately groomed and wear correct and complete uniform.

 To ensure that all staff behavior and service skills are in line with the hotel standards.

 Responsible for day and night G.S.A., Telephone Operator, Bellman,

 Maintains contacts from the functional point of view with the Front Office Manager as well as with other sections of the Hotel of team or area.

 The Duty Manager is to ensure and oversee that the Receptionist/Cashier shift procedures/duties are completed on time and are procedurally correct.

 To ensure that on-going pertinent/relevant logbook communication to other shifts is maintained.

 To assist Reception/GSA and GRO Telephones as required.

 Responsible for assisting in a “hand-on” capacity should the need arise in any outlet or area in the Hotel.

 The Duty Manager is responsible for action fire and emergency procedures and for contacting Senior Management in case of a fire or emergency whilst on duty.

 Responsible for the timely handover, briefing by outgoing /in coming Front Office Manager/Manager on Duty.

 To ensure that you as Duty Manager are constantly aware of and “up-to-date” with all happenings and operations within the hotel. It is vital that you have an obvious presence throughout the hotel, and be visible and moving through public areas and departments continually whilst on duty.

 Attend/conduct daily meeting or briefing in Front Office Department.

 Attend promotional function when required by Management.

 As a representative of Senior Management, the Duty Manager will be called upon to deal with guest problems and/or complaints. In dealing with these situations, the Duty Manager must ensure that they use tact and diplomacy and remain within the organizational policy in rectifying the situation. Effective management of incoming and outgoing calls.

 To acquire, through training provided, a comprehensive knowledge of the hotel PMS System, Telephone System etc.

 Complete knowledge of all room types, hotel matrix, and facilities.

 Develop, update and train standards and procedures.

 Responsible for on-going pertinent/relevant log book communication to other shifts/departments.

 To ensure that you as a Duty Manager are completely aware of all the hotel’s services and facilities, outlet operating hours and scope of service.

 Review all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and reporting discrepancies to Line Managers.

 To ensure that you as a Duty Manager are completely aware of all the hotel’s services and facilities, outlet operating hours and scope of service.

 Responsible for on-going pertinent/relevant log book communication to other shifts/departments.