The Duty Manager ensures the smooth day-to-day operations of the Hotel to create memorable hotel experiences for our guests. The Duty Manager solicits feedback from Guests and addresses product and service issues, which encompasses all operational aspects of the hotel and looks after the well-being of our guests. They have 360 environmental awareness, the ability to plan and execute tasks, excellent communication skills, are proactive and resourceful, and are able to work with minimal supervision.
Responsibilites:
- Engage with guests in order to personalise their experience
- Proactively manage the hotel operation in order to prevent product and service shortfalls
- Manage service recovery efficiently and effectively in order to create the opportunity to regain the guest’s trust and belief in us.
- Gather, collate and communicate all relevant information regarding hotel operations, guest incidents and service recovery follow-ups with hotel management
- Ensure that all in-house guest feedback is responded to by way of personal call, meeting or email to address guest issues before departure
- Documentation of hotel risk management reports where appropriate with in-depth in investigation and process recommendations for future prevention and improvement
- Ensure all operational equipment is in full working order; request repairs and maintenance as required in a timely manner
- Continuously monitor, study and evaluate operations, policy and procedures of the hotel and propose necessary improvements to relevant departments in a timely manner
- Develop and maintain close business contact with house and city guest to provide memorable experiences wherever possible
- Ensure all Front Office Associates are groomed in accordance to hotel standard.
- Identify training needs and make appropriate suggestions to improve service
- Overall in-charge of the hotel during the midnight shift in the absence of the senior management and ensure necessary reports are generated during night shift and distributed according to Night Shift Check-list
- Report all unsafe environmental conditions or equipment in the hotel that present a health & safety risk to the Security Duty Manager to ensure guest and associates’ safety.
- Ensure the safety of guests by preventing and responding to emergencies.
Talent Profile:
- Preferred 5 years hotel experience in similar size/level hotel with at least 2 years in a supervisory role
- Demonstrated commitment to teamwork
- Demonstrated ability to plan and manage time
- Excellent English communication skills – spoken, listening and written
- Positive mindset and Pro-active
- Ability to interpret body language and anticipate guest needs
- Ability to lead by example & inspire others
- Ability to work independently
