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Scope of Position:

The Hotel Duty Manager is responsible for supervising the smooth and efficient daily operation of the Front Desk, and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.

Specific duties, responsibilities & Key performance areas

• 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 the 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.
• Supervise the 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.
• Ensure driveways are manned at all times and run efficiently.
• Ensures the Safety, Security and Loss Control policies and procedures are complied with at the lobby and driveway.
• Required to make objective decisions and handle any complaints and emergencies in a level-headed manner.
• 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; and ensure team members are constantly updated on these.
• Be fully familiar with the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel.
• Attend to all briefings, meetings and trainings as assigned by management.

   

• Degree or Diploma in Hospitality Management
• Management experience in the hospitality industry