Duty Manager

Job description

Job Description

Primary Responsibilities

Front Office Operation

·  Conduct comprehensive daily briefings and ensure that all pertinent information is well received and understood by team members, including updates on occupancy, VIP arrivals, and special events
·  Manage and supervise all tasks of his/her staff to ensure that the highest quality service is delivered and department standards are met, including regular performance evaluations and feedback sessions
·  Review, analyse and suggest improvements to work flow and standards at the Front Desk, implementing best practices and innovative solutions to enhance guest experience
·  Analyse rate variance reports to ensure rooms revenue control, approve discounts and rebates, and optimise revenue management strategies
·  Communicate effectively with Front Office Manager on all matters regarding guest services & hotel operations, providing detailed reports and actionable insights
·  Ensure thorough documentation of all guest-related issues using the logbook, including follow-ups and resolutions
·  Sign media and supervise shift handover procedures, ensuring smooth transitions between shifts and comprehensive information transfer
·  Coordinate and communicate with other hotel departments as required regarding general administration and operations issues, fostering a collaborative work environment
·  Provide management presence at all times by assisting with the handling of guests' needs and complaints tactfully and efficiently, ensuring high levels of guest satisfaction
·  Assist Guest Relations in greeting, rooming, and sending off guests, paying special attention to VIP and repeat guests
·  Conduct regular inspections of front of house and back of house areas for cleanliness and orderliness, addressing any issues promptly
·  Ensure that front line staff complies with marketing techniques and maximises sales opportunities, including upselling and cross-selling
·  Meticulously check billing instructions, monitor guest credit and act upon any discrepancies, liaising with the Finance department as necessary
·  Coordinate full house situations and make all necessary arrangements to handle overbooking and pledge relocates, ensuring minimal disruption to guests
·  Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently, maintaining high standards of service
·  Enforce Safety, Security and Loss Control policies and procedures in the lobby and driveway areas. Handle and manage hotel emergencies with composure and efficiency
·  Conduct Night Audit Process for hotel, ensuring accuracy of financial records and resolving any discrepancies

Team Management

·  Provide comprehensive department orientation and training on hotel service standards, procedures and programs, ensuring all team members are well-versed in their roles and responsibilities
·  Constantly monitor team members' appearance, attitude and degree of professionalism, providing constructive feedback and implementing corrective measures when necessary
·  Motivate and provide a work environment which brings out the best in team members, fostering a culture of excellence and continuous improvement
·  Conduct regular performance reviews and set individual and team goals aligned with departmental objectives
·  Identify training needs and develop tailored training programs to enhance team skills and knowledge
·  Manage staff scheduling to ensure optimal coverage during peak periods and efficient resource allocation

Other Responsibilities

·  Maintain complete knowledge of all food & beverage services, outlets and hotel services/features, staying updated on new offerings and promotions
·  Be fully conversant with hotel fire & life safety/emergency procedures, participating in regular drills and training sessions
·  Attend all briefings, meetings and trainings as assigned by management, actively contributing to discussions and sharing insights
·  Report for duty on time wearing clean and complete uniform at all times, setting a professional example for the team
·  Maintain a high standard of personal appearance and hygiene at all times, adhering to grooming standards
·  Stay informed about local attractions, events, and transportation options to assist guests with inquiries
·  Participate in cross-departmental projects and initiatives to improve overall hotel operations and guest experience
·  Assist in the implementation and monitoring of sustainability initiatives within the Front Office department
·  Contribute to the development and revision of standard operating procedures (SOPs) for the Front Office
·  Perform other reasonable duties assigned by the Management of the Hotel, demonstrating flexibility and willingness to support various aspects of hotel operations

 

Qualifications

·  Experience overseeing the Front Office operations
·  High-level communication and interpersonal skills, able to seamlessly manage inquiries, requests, and feedback with professionalism and discretion.
·  Experience with room allocations, reservations, and liaising with hotel departments to optimise guest experience
·  Elevated leadership capabilities, to successfully train, develop, and guide a team to excellence
·  A calm, solutions-focused mindset with strong emotional intelligence
·  Proficiency in Front Office systems (Opera Cloud experience highly regarded)