Duty Manager/ Quản lý trực ca

• Under the guidance and supervision of the Rooms Division Manager and / or the Night Manager, and within the limits of the established Mövenpick Hotels & Resorts and OSM (Operational Standards Manual), his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.
• Must be thoroughly familiar with all Mövenpick corporate and local Operational Standards and ensure they are followed. He / She is responsible for supervising the operations at the front desk according to our hotel standards in order to ensure guest satisfaction under the control of the Rooms Division Manager in the accomplishment of their objectives. Must assist in accomplish obligations and goals as outlined below:
• Have the responsibility to ensure the safety and health at work and follow the Accor policy.

Key Deliverables and Responsibilities

Planning & Organizing:

1. Review and update Logbook

2. Check equipment

3. Be Smart, well-groomed and maintain a friendly and cheerful disposition all the times

4. Oversee the day to day operations

5. Report regularly on happening to Supervisors / Night Manager (if on shift).

6. Monitor Employees performance/ Coaching

7. Fire Procedure

8. First Aid Procedures

9. Handle guest complaints and report to manager

10. Implement and coordinate the Front Office OSM

11. Perform as per OSM Standards and in line with the Company’s Values and Core Behaviour.

12. Be fully aware of the Talk of the Walk for the day

13. Proper grooming at all times

14. Attend training classes as per schedule

15. Show fullest cooperation and respect within the team and other departments

16. of all Is aware of the daily activities and has product knowledge the hotel facilities

17. Ensure panic report is printed during the shift at least twice.

Operations:

1. Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.

2. Announce VIP rooms to Housekeeping and F&B departments

3. Ensure VIP rooms are ready, checked and all in order prior arrival

4. Attend management morning briefing if needed/requested

5. Take responsibility of your shift & handle situations, ensure that reception team on shift is looked after and helped if needed

6. Register and process check in for all arrivals

7. Conduct daily briefing & ensure IQ standard is followed

8. Perform Check in & Check Out at the reception

9. Be part & lead in success of Circle M enrolment and assist to achieve the hotel target

10. Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve monthly target

11. Check online comments (Tripadvsior, Booking.com etc) and investigate issues then report to the manager

12. Ensure guest comments are investigated and reply back to guest accordingly

13. Assist in achieving TrustYou targets

14. Attend guest requests and take action accordingly

15. Handle guest complaints and take action immediately to ensure satisfaction is delivered

16. Assist Hotel Manager on Duty when/if required

17. Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests’ departure.

18. Handle walk in counter reservation at all times and process call in reservation when room reservations section is closed.

19. Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.

20. Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.

21. Handle issuance of guest room key cards and ensure effective control for guest security.

22. Check Paymaster daily and give feedback RDM with action taken

23. Encourage rooms & breakfast upselling daily to the team and share result and feedback

24. Check Hotel situation, occupancy, functions, groups, MIPs

25. File daily reception report and documents systematically.

26. Give a proper training & induction for all new reception joiners and ensure Opera V9 is the PMS used in training

27. Maintain daily courtesy call sheet and share feedback/action with the manager

28. Attend Credit meeting when requested

29. Attend Revenue meetings when requested.

30. At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.

31. Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.

32. To effectively handle all guest complaints concerning the Front Office in co-ordination with the Rooms Division Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, informs General Manager.

33. Other duties as assigned.

34. Perform duties in a manner that respects Mövenpick Hotels & Resorts’ Core Behaviours which are Trust, Relationship, Entrepreneurship and Drive.

35. Assist in Task Force Teams for new openings

36. Carry out any other reasonable task (which may not be stated here) as requested.

37. Attend and chair the daily briefings.