Manager, Guest Relation (Duty Manager)

Duties may include but are not limited to:

• Ensure effective day-to-day running of each shift in achieving the goals.

• Meet and greet all return guests, regular guests, VIPs,s, and guests of the hotel both or in absence of the Front Office Manager.

• Monitor daily arrivals by ensuring all guest's requests are carried out, all realistic expectations are met, and reservations are honored.

• Conduct daily shift briefing, meetings, and daily training including passing on all relevant information to the employees on a timely manner.

• Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.

• Coordinate and supervise group arrivals and departures by ensuring sufficient staffing levels according to the business flow.

• Conduct regular employee training and monthly meeting according to individual development plans; monitor their training tracking records.

• Ensure that all company SOPs and property LSOPs are carried out.

• Submit relevant maintenance and housekeeping cleaning, blocking rooms, and room change requests.

• Do the roster, annual leave, sick leave, and other leave requisitions in the system on schedule.

• Maintain and continuously improve the motivational working environment within the department.

• Maintain and continuously improve building positive relations with other departments.

• Oversee the personal hygiene and grooming standards of department employees as outlined in the employee handbook.

• Provide employees coaching and counseling, support and guidance as appropriate.

• Check all registration cards updated by the front desk agent to ensure accuracy according to the requirements and the law.

• Check front desk cash floats to ensure the correctness of the amount as issued by Finance Department at the end of each shift.

• Reconcile and check front desk banking and audit to ensure all departments are balanced.

• Ensure yourself and your employees are up to date with current facts about the hotel product, including room types, rates, relative features and facilities, food and beverage outlets/promotions, spa, fitness center and etc.

• Ensure computer ‘backups’ are done regularly according to LSOP and with corresponding backup reports.

• Maintain the daily department log, daily courtesy call log, and walked guest log.

• Attend training sessions as required.

• Conduct room and floor, property inspections as required by management.

• Ensure credit policy is adhered to at all times, alerting the front office manager of any potential credit risks.

• Ensure all check-ins/outs are efficient within standard limit time, assist front desk agent in case of heavy workload.

• Ensure all stationery levels are well stocked and equipment is well maintained.

• Ensure the rooms are properly arranged and escort VIPs to their rooms.

• Report to the management any anticipated problem or concerns.

• Maintain and update a systematic filing system of all information related to guests.

• Assist all other areas of the hotel when required.

• Coordinate (in conjunction with the designated department) fire and emergency evacuation procedures.

• Conduct regular perimeter checks of the hotel to ensure standards are being maintained, and safeguard potential loss of hotel assets.

• Ensure the manager’s float is maintained at a constant level as issued by the accounting department.

• Any other duty that may be assigned by management.