Duty Manager

Job description

Job Description

Prime Function:

·  Responsible for the smooth functioning and for the satisfactory rooming and welfare of all guests of the hotel.
·  Responsible for Reception, Concierge operations, Telephones, Hospitality and Cashier.
·  Liaise with different departments for smooth and coordinated work.
·  Ensure cleanliness of all areas under the Front Office, Lobby, corridors, main staircase and drive away.
·  Ensure to interact with the guests & enable the team to understand guest requirements.

Key Responsibilities:

Front Office Planning

·  Ensure that the arrivals and departures for the day and relevant records are maintained.
·  Ensure quality in all aspects of work and among the staff in the lobby.

People Management

·  Personally welcome and escort all guests of the hotel.
·  Authorize courtesies for V.I.P’s.
·  Ensure that regular training is conducted as per the standards.
·  Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.

Financial Management

·  Responsible for maintaining high level of room sales, by up-selling.
·  Ensure maximum room occupancy within agreed overbooking policy.
·  Ensure to balance the accounts on a daily basis.

Operational Management

·  Adhere to the Standard Operating Procedures & policies.
·  Check out-standings of in-house guests on a daily basis.
·  To check whether the following records are kept in order and up to date.
·   “C” forms
·  Reception / Information Log Book
·  Ensure that the luggage of incoming and outgoing guests is handled quickly and efficiently.
·  Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered.
·  Check the grooming and hygiene of the team.
·  Ensure all V.V.I.P room inspection in coordination with House Keeping Department.
·  Ensure that newspapers and parcels are delivered in the rooms without delay.
·  To be readily available at all times to deal with problems or complaints.
·  Ensure effective and speedy check-in & check-out facilities.
·  Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
·  Ensure that the entrance is easily accessible to cars and taxis at all times.
·  Conduct briefing for concierge and Front Desk Associate’s

Managerial Qualities

·  Leadership skills that utilize persuasion and motivation to attain organizational        goals is the most desirable management quality, followed by honesty, integrity, ethical behavior, tactfulness, openness, and cultural awareness;
·  Ability to accept responsibility;
·  Self confidence, motivation, drive and tenacity;
·  Ability to enhance organizational performance;
·  Ability to clearly delegate tasks and responsibilities;
·  Ability to think strategically, inductively, and creatively;
·  and the propensity to recognize and acknowledge other peoples’ ideas.

Qualifications

·  3 to 4 years of experience in a similar role within hospitality.
·  Strong leadership and communication skills.
·  Proficient in hotel management software (e.g., Opera, PMS).
·  Ability to handle guest complaints and solve problems efficiently.
·  Fluent in English (spoken and written)
·  Ability to work under pressure and manage shifts, including weekends and holidays.