Duty Manager

Job description

Company Description

Nestled on white sandy beach of Cam Ranh, featuring premier beachfront view and family-friendly activities.

For further details about Mövenpick Resort Cam Ranh, please view our link as https://www.linkedin.com/company/movenpickresortcamranh

Job Description

Planning & Organizing:

·  Review and update Logbook
·  Check equipment
·  Be Smart, well-groomed and maintain a friendly and cheerful disposition all the times
·  Oversee the day to day operations
·  Report regularly on happening to Supervisors / Night Manager (if on shift).
·  Monitor Employees performance/ Coaching
·  Fire Procedure
·  First Aid Procedures
·  Handle guest complaints and report to manager
·  Implement and coordinate the Front Office OSM
·  Perform as per OSM Standards and in line with the Company’s Values and Core Behaviour.
·  Be fully aware of the Talk of the Walk for the day
·  Proper grooming at all times
·  Attend training classes as per schedule
·  Show fullest cooperation and respect within the team and other departments
·  of all Is aware of the daily activities and has product knowledge the hotel facilities
·  Ensure panic report is printed during the shift at least twice.

Operations:

·  Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.
·  Announce VIP rooms to Housekeeping and F&B departments
·  Ensure VIP rooms are ready, checked and all in order prior arrival
·  Attend management morning briefing if needed/requested
·  Take responsibility of your shift & handle situations, ensure that reception team on shift is looked after and helped if needed
·  Register and process check in for all arrivals
·  Conduct daily briefing & ensure IQ standard is followed
·  Perform Check in & Check Out at the reception
·  Be part & lead in success of Circle M enrolment and assist to achieve the hotel target
·  Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve monthly target
·  Check online comments (Tripadvsior, Booking.com etc) and investigate issues then report to the manager
·  Ensure guest comments are investigated and reply back to guest accordingly
·  Assist in achieving TrustYou targets
·  Attend guest requests and take action accordingly
·  Handle guest complaints and take action immediately to ensure satisfaction is delivered
·  Assist Hotel Manager on Duty when/if required
·  Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests’ departure.
·  Handle walk in counter reservation at all times and process call in reservation when room reservations section is closed.
·  Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.
·  Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
·  Handle issuance of guest room key cards and ensure effective control for guest security.
·  Check Paymaster daily and give feedback RDM with action taken
·  Encourage rooms & breakfast upselling daily to the team and share result and feedback
·  Check Hotel situation, occupancy, functions, groups, MIPs
·  File daily reception report and documents systematically.
·  Give a proper training & induction for all new reception joiners and ensure Opera V9 is the PMS used in training
·  Maintain daily courtesy call sheet and share feedback/action with the manager
·  Attend Credit meeting when requested
·  Attend Revenue meetings when requested.
·  At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
·  Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
·  To effectively handle all guest complaints concerning the Front Office in co-ordination with the Rooms Division Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer.     Co-ordinate proper actions with other departments, informs General Manager.
·  Other duties as assigned.
·  Perform duties in a manner that respects Mövenpick Hotels & Resorts’ Core Behaviours which are Trust, Relationship, Entrepreneurship and Drive.
·  Assist in Task Force Teams for new openings
·  Carry out any other reasonable task (which may not be stated here) as requested.
·  Attend and chair the daily briefings.

Qualifications

Core Behaviours

Core behaviours are our actions: what we say, what we do, and how we interact with one another. Our behaviours come from what we believe in, what we value. At Mövenpick Hotels & Resorts, we call these value-based behaviours. The following statements provide indicators of the types of behaviours we expect employees in our company to display.

Trust:  Operates with fairness and integrity, fostering an environment of transparency and sincerity through open and honest communication and by honouring commitments.

Relationships:  We build and maintain strong connections with colleagues and guests, valuing diversity in people and perspectives whilst overcoming potential obstacles to increase cooperation and collaboration.

Drive:  We are action-oriented, setting direction for self and others, clarifying goals and objectives and overcoming barriers and challenges to produce results.

Entrepreneurship:  We fully understand the business and market context, identifying and seizing opportunities for continuous improvement and supporting change.

Additional Information

·  Diploma/ bachelor's degree in hospitality management or related field preferred
·  Minimum 1 year or relevant experience in luxury hotels and resorts
·  Good working knowledge of Opera System.
·  Fluent in spoken and written English
·  Possesses great leadership and motivational skills