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DUTY MANAGER

GENERAL MISSION

Reporting directly to the Assistant Front Office Manager, the Duty Manager is responsible for assisting the Front Office in the overall day to day operations. At all times the Duty Manager is expected to lead by example - their behavior, speech and appearance must be without fault.  Their treatment of staff must be courteous and discretionary.  Their guest service standards must be the benchmark that sets the levels to be attained by all hotel staff. A Duty Manager will be on shift at all times and there will be coverage 24 hours a day.

RESPONSIBILITIES AND MEANS

The Duty Manager is responsible and accountable, under the direction of the Assistant Front Office Manager, for the efficient overall day to day operations of Sofitel Mumbai BKC.  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 "hands-on" assistance if a hotel area/department becomes very busy. 

ADMINISTRATIVE RESPONSIBILITIES

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 these situations.

The Duty Manager is responsible for receiving and escorting all VIP’s and ensuring that they feel comfortable and welcome on arrival to Sofitel Mumbai BKC.

OPERATIONAL RESPONSIBILITIES

The Duty Manager is responsible for the security control of all guest keys whilst on duty.

Responsible for security checks of the entire hotel and its equipment on a regular basis each day/evening.

Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty.

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 computer reports are done as scheduled.

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

To assist all area in the Front Office Dept. whilst on duty as required. (Tel: Operator, Reception, Concierge, Bell Desk, Business Center)

Responsible for assisting in a "hands-on" capacity should the need arise in any outlet or area in the Hotel.

Brief incoming DM on items to be followed-up.

Maintain daily an accurate record in the DM logbook of items and incidents which may be of concern to management and /or which may require further attention.

To assist as required/requested with the solving of any guest complaints/upsets.

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

Responsible in the absence of the Purchasing Manager and Store man for receiving/issuing supply of stocks required to all outlets and for ensuring all relevant orders are completed and authorized in line with the purchasing procedures.

Responsible for the timely hand-over, briefing by out going/in coming Duty Manager.

As a Duty Manager, you have to ensure that you 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.

Responsible for ensuring clear and constant communication lines are kept with all staff and hotel departments.

Ensure that you as a Duty Manager are completely aware of all 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.

The Duty Manager should posses a thorough knowledge of the hotel’s systems, PMS, TARS, HOT SOS, EPBAX, Ving Card, El Safe and other operating systems used around the hotel.

Responsible for adhering to Sofitel Mumbai BKC staff rules and regulations as detailed in ambassador’s handbook.

COMMERCIAL RESPONSIBILITIES

Oversees the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable relationship with guests, clients and customers of the Hotel.

Through close supervision, recommends improvement in operation, especially in the aspects of developing better service standards, increasing revenue and reducing costs.

HUMAN RESOURCE RESPONSIBILITIES

Ensures that all staff behavior, personal grooming and service skills are in line with Sofitel Mumbai BKC standards.

Oversees the punctuality and appearance of all Front Office Ambassadors, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.

Conducts annual Performance Appraisals with Front Office Ambassadors, supports them in their professional development goals.

Plans and implements effective training program for all Front Office Ambassadors in coordination with the Assistant Front Office Manager.

Give training feedback to the AFOM and FOM and plan training requirement.

Develops the skills and effectiveness of all Front Office Ambassadors through the appropriate training, coaching, and/or mentoring.

Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.

Encourages ambassadors to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

Ensures that Ambassadors have a complete understanding of and adhere to hotel rules and regulations.

Ensures that Ambassadors follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

Attends and contributes to all training sessions and meetings as required.

Is knowledgeable in statutory legislation in employee and industrial relations.

Exercises responsible management and behavior at all times and positively representing the hotel management team and Sofitel Luxury Hotels.

Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the Standard Operating Procedures relating to computer resources, fire, hygiene, health and safety.

Ensures high standards of personal presentation and grooming.

Responds to changes in the Rooms function as dictated by the industry, company and hotel.

RELATIONS

Reports directly to the Assistant Front Office Manager.

Responsible for the entire Front Office operation in the absence of the Front Office Manager/ Asst. FOM.

Maintains close working relationships with other departments and attends any meetings in the absence of the Front Office Manager as required.

REPLACEMENT AND TEMPORARY MISSION

To be ready and responsible when assigned to perform any other duties or job functions as required by Management from time to time.

BHM Degree in Hospitality.

BHM Degree in Hospitality.