Duty Manager / Quản Lý Trực Ca

Front Office Operation

• Conduct daily briefings and ensure that all pertinent information is well received by team members

• Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met

• Review, analyze and suggest improvement of work flow and standards at the Front Desk

• Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates

• Communicate with Front Office Manager on all matters regarding guest services & hotel operations

• Ensure documentation of all guest related issues using the logbook

• Sign media and supervise shift handover procedures

• Coordinate and communicate with other hotel departments as required regarding general administration and operations issues

• Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently

• Assist Guest Relations in greeting, rooming, and sending off guests

• Inspect front of house and back of house regularly for cleanliness and orderliness

• Ensure that front line staff complies with marketing techniques and maximizes sales

• Check billing instructions, monitor guest credit and act upon any discrepancies

• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates

• Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.

• Conduct Night Audit Process for hotel

• Provide department orientation and training of the hotel service standards, procedures and programs

• Constantly monitor team members’ appearance, attitude and degree of professionalism

• Motivate and provides a work environment which brings out the best in team members

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features. Be knowledgeable of ALL enrollment, ALL Points

• Attend all briefings, meetings and trainings as assigned by management

• Report for duty on time wearing clean and complete uniform at all times

• Maintain a high standard of personal appearance and hygiene at all times

• Perform other reasonable duties assigned by the Management of the Hotel