Quản lý Ca - Duty Manager

- Support Team Members in handling Guest requests and enquires to ensure a positive outcome

- Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement

- Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand’s loyalty scheme

- Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities

- Monitor the appearance, standards, and performance of the Front Office Team Members

- Ensure Team Members have current knowledge of hotel products, services, pricing, daily events/business and policies, as well as knowledge of the local area

- Maintain good communication and working relationships with all hotel departments

- Monitor staffing levels to meet cover business demands

- Conduct daily pre shift meetings

- Assist with staff performance issues in compliance with company policies and procedures

- Act in accordance with policies and procedures when working with front of house equipment and property management systems

- Respond and report on any guest and/or departmental team member injuries, concerns, complaints or incidents

- Establish and build relationships with guests to ensure all service expectations are exceeded