Duty Manager
Summary of Responsibilities:
The main responsibilities and tasks of this position are as listed below, but not limited to these:
- Provide management presence by assisting colleagues in handling feedback
- Provide department orientation and training of the hotel service standards, procedures and programs
- Control availability of rooms and action accordingly
- Colleague management at the Front Desk including rostering, performance management, OJT training, developing, counseling, guiding, discipline, feedback, evaluate and supporting colleague at the desks
- Liaison between Front Office departments and rest of hotel for effective guest experience
- Lead the Front Office team to personalize the guest arrival/departure experience
- Be involved in the arrival, rooming, and departure of key/VIP guests
- Ensure guest arrival and departure procedures are completed as defined in the hotels’ standards and operating procedures and LQA standards
- Handle guest feedbacks and determine appropriate actions to ensure its meet or exceed guests’ expectations
- Presence in the Front Office and lobby area at critical guest flow time
- Conduct daily briefings presenting business issues and hotel information
- Co-ordinate full house activities, handle pledge relocates by sending and welcoming guest back
- Ensure safety, health, security and loss control policies and procedures at the desk are in compliance
- Conduct Night Audit process for the hotel
- Ensure strict compliance of the Credit Card Privacy – PCI
- Ensure strict compliance to the Cash Float SOP
- Provide direction and leadership to the HEAT Team and if needed, call for evacuation of guests, colleagues external parties in the hotel from areas threatened by fire, flood, bomb threats or civil disturbance
- Responsible to enhance skills of colleagues and team leader in various aspects of operations by constantly monitoring their performance levels
- Vigilant in regard to in-house credit matters and act upon any discrepancies
- Support individual team members to achieve personal & professional goals
