Duty Manager

Roles & Responsibilities

Reporting to the Front Office Manager, or whoever he might delegate to, be responsible for the day-to-day activities within Front Office and other services rendered by other operational departments of the Hotel to ensure smooth operations and customer service satisfaction in alignment with established SOPs and values of the Hotel. Duties includes :

• To oversee and support the day-to-day Front Office activities
• To oversee and support services of various departments to ensure smooth operations and guest satisfaction in line with the SOP and values of the hotel in the absence of the various HODs (especially at night, weekends and / or public holidays)
• To oversee the hotel in the night including Front Office, Night Audit, F&B, Facility and Housekeeping operations
• Manage and oversee Important Groups, VIPs including inspecting rooms and ensure complimentary services / items are provided for.
• Handle emergencies and situations in Hotels. Be part of the Fire Safety Team.
• Respond to guest complaints with tact and promptness and ensure corrective action to resolve issues / concerns. Ensure Guest Log and Incident Log is updated and ready to be shared to FOM, EAM or GM at their request.
• Manage room rates and monitor room inventory closely and work well with Housekeeping and Ops to ensure maximum utilization of rooms.
• Make time to interact with guests, attain feedback and build relationships. Carry out special needs and requests of guests and repeat visitors. Initiate correspondence regarding enquiries, reservations and complaints.
• Perform duties pertaining to security such as directing guest reporting incidents, safe box handling, theft and activate security where required. Ensure security policies are practiced and intact.
• Maintain Cash Float. Ensure that FO cashier closures and handling of finances are in accordance to procedures and credit policies
• Assist IT shared services support in the PMS Maintenance, Configuration, and Interface Management
• Train and develop the Front Office team and ensure a high level of customer service that wow guests
• Constantly review, assess, improve and establish SOPS and service standards including overseeing and implementing changes and new processes.
• Generate reports when required
• Handle all tasks / duties as directed by Management

Tell employers what skills you have

Fire Safety

Front Office

Leadership

Inventory

VIP

Property

Opera

Communication Skills

Customer Service

Hotel Management

Hospitality