JOB SUMMARY
Duties and Responsibilities
- The Duty Manager is the representative of Senior Management.
- The Duty Manager will be the first to be called if a guest is looking for a member of the management team. In dealing with different situations, the Duty Manager must ensure that they use tact and diplomacy to rectify quickly the situation, reaching the guest satisfaction but as well respecting the procedures and organization of Courtyard by Marriott.
- Maintain an accurate record in the Duty Manager's logbook of items and incidents which may be of concern to the management and/or which may requires further attentions.
- Recognising department’s top performers
- Establishing guest satisfaction and to be able to strengthen business relationships with guests
- Ensure the continuous learn and growth of associates within the front office department and to be able to identify future/potential leaders within the department
Other Functions
- The Duty Manager will act personally with a member of Security for any Safe Opening in the hotel, following the security procedures and will record any of this action on the appropriate format.
- In the event of fire ensure the overall co-ordination as per emergency procedure established. In the absence of Front Office Manager, the Night Duty Manager will call right away the appropriate persons; will ensure that each staff takes control of his/her duties during Fire and that the guests are well informed of the security measures to be taken.
- Report to security any suspicious behaviour, luggage and altercations. All incidents must be recorded in the Duty Manager’s Logbook.
- Effectively use the results of Duty Manager’s Logbook and all other guest feedback mediums to improve product and service delivery.
- Develop and implement action plans based on results from the feedbacks given by associates
- To champion upsell and Marriott Rewards campaign
- To motivate and cultivate everyone in the team to be able to champion the upsell and Marriott Rewards campaign
Lobby Co-ordination
- The first assignment & main area of work of the Duty Manager is the Lobby, when the Duty Manager is not away to do a specific task, he/she will spend all his/her time in the lobby to co-ordinate the overall lobby activity and will be dynamic in guest relationships.
- The Duty Manager will join daily the Front Office Manager briefing & weekly the Front Office Meeting to bring with dynamism and initiatives all the questions, case studies & new ideas to be considered and discussed.
- The Duty Manager will be very active giving full information & updates to all the Front Office staff. During the absence of the Front Office Manager, The Briefing will be conducted by the Duty Manager.
- All incidents must be recorded in the Duty Manager Logbook. Front Office Manager to be contacted in case of any emergency.
- Ensure the overall co-ordination of the Front Office Operations and to assist all sections of the Front Office department.
Supervision & Control
- Ensure the overall co-ordination of the Front Office Operations and to assist all sections of the Front Office department.
- Responsible to keep all Front Office Standards and Procedures in line with Marriott Brand Policies.
- Ensure the proper follow up of the room requests & co-ordination with housekeeping regarding the priorities in room cleaning.
- Ensure that the End of Day is completed correctly and that the number of "No Show", "Rooms Occupied", “Complimentary” and "House Use" are accurate. The Duty Manager to supervise the accuracy of the daily financial reports issued by Front Office.
- The Duty Manager will ensure that the immigration registration is done fully as per procedures established.
- Keep full records of incoming and outgoing items in the Duty Manager Safe & to ensure proper follow up.
- Ensure that all Front Office areas are clear, clean & tidy at all times.
- Ensure all Front Office Standards and Procedures in line with the Marriott Policies
- Ensure the safety and security of the property and the smooth and efficient running of the Hotel's operation.
- Provide supervision and support to the Front Office team and other departments when required.
- Ensure department policies and procedures are understood by all employees and observed in tasks performed.
- Ensure effective communication of new and updated information regarding policies, rates and general hotel information.
Responsibility in terms of security
- The Duty Manager will act personally with a member of Security for any Safe Opening in the hotel, following the security procedures and will record any of this action on the appropriate format.
- In the event of fire ensure the overall co-ordination as per emergency procedure established. In the absence of Front Office Manager, the Night Duty Manager will call right away the appropriate persons; will ensure that each staff takes control of his/her duties during Fire and that the guests are well informed of the security measures to be taken.
- Report to security any suspicious behaviour, luggage and altercations. All incidents must be recorded in the Duty Manager’s Logbook.
CANDIDATE PROFILE
Education and Experience
- Minimum O Level Certification
- Preferably 2-3 years experience in similar field
- Familar with Opera Software
