JOB SUMMARY
Reporting to the Front Office Manager (FOM) / Assistant Front Office (AFOM), Duty Manager will be responsible for delivering a seamless and memorable stay experience for our guests. Duty Manager is also expected to guide and coach the Guest Service Executive (GSE) to perform effectively.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Key Job Tasks
· Understand and know how to operate the Opera cloud-based on property management system.
· Meet and greet guests upon their arrival at the hotel.
· Assist with luggage requests.
· Perform all check-in tasks effectively and efficiently.
· Escort guests to room and introduce the amenities in the room.
· Share and promote the facilities and services offered by the hotel.
· Perform all check-out tasks effectively and ensure billing is accurate.
· Answer phone calls within three rings.
· Record any guests that need assistance and/or incidents.
· Run daily reports to identify any special requests and check reports, logs and contingency lists for follow-up and accuracy.
· Follow up with daily pending tasks.
· Take and manage reservations for walk-in guests and/or when reservation department is closed.
· Interact with guests warmly and appropriately, making them feel welcomed and valued.
· Be a lobby ambassador proactively.
· Attend to guests’ queries, needs and other special requests professionally and promptly.
· Take ownership of feedback received by guests and seek assistance from Manager on duty if necessary to ensure prompt follow-up with guests, ensuring their satisfaction.
· Provide related concierge services (e.g. give recommendation on leisure activities, places to visit and transport/travel arrangements, etc.)
· Coordinate with the other hotel departments to provide a seamless stay experience for guests.
· Maintain a high standard of cleanliness, hygiene, and presentation of public areas.
· Ensure daily shift tasks are completed dutifully and smooth shift transition.
· Serve as a role model and coach the GSE in discharging their daily job tasks effectively and efficiently.
Self-Management
· Work together as a team with trust to meet the goals of the department/hotel.
· Treat guests and team members from all cultural groups with respect, sensitivity, and transparency.
· Always maintain a high level of professional behaviour.
· Communicate effectively, both with guests and other team members.
· Maintain a high level of personal presentation in accordance with the Grooming Standards Policy and Code of Conduct.
· Remain polite, positive, and cooperative.
· Attend training programmes and meetings as directed to constantly improve skills and knowledge.
· Keep yourself familiar with all policies and procedures in force or that Naumi Hotels adopts from time to time.
· Maintain professionalism, spontaneous & able to offer personalised service.
· Arrive on time for shifts.
· Take personal responsibility to ensure all required tasks are completed accurately and within given time frames.
· Ensure hotel, guests and team members information or transactions are kept confidential during or after employment with the company.
Health & Safety
· Demonstrate a commitment to Health and Safety by promoting a safe and healthy workplace that acknowledges the contribution of all team members in maintaining safe work practices.
· Follow the hotel safety and security policies and procedures.
· Report hazards, accidents, and injuries to Manager on duty immediately.
General
· Undertake ad-hoc special project as assigned complete in a timely manner.
· Cross train under housekeeping, such as to perform room cleaning and checking to ensure rooms are in tip top condition.
· Perform any other duties and responsibilities that may be assigned.
EDUCATION and/or EXPERIENCE
Diploma in Hospitality or equivalent with a minimum 5 years of hospitality experience, of which 2 years in a supervisory position.
SKILLS, ABILITIES & ATTRIBUTES
· Positive service mindset and willing to go the extra mile
· Energetic and cheerful disposition
· Enjoy interacting with people
· Strong communication (verbal and written) and human relations skills
· Strong planning, organising and coordination skills
· Good critical thinking and decision-making skills
· Good leadership skills
· Ability to work independently and take initiative
· Good grooming standards and personal presentation
· Flexibility on working days and hours including weekends and public holidays
