Duty Manager

JOB SUMMARY – GENERAL SCOPE AND PURPOSE

Under the general direction from the Front Office Manager and hotel’s policy and Procedures to act on behalf the Hotel Management to ensure maximum levels of guest service and satisfaction is provided, while taking responsibilities for the management of personnel.

DUTIES AND RESPONSIBILITIES

OBJECTIVE

• To achieve a high level of guest satisfaction, consistency and efficiency in service and politeness among the members of the staff.
• To control Front Office expenses to a minimum level and to maximize the revenue through room sales and keep the billing of every single guest in a proper arrangement.   

DUTIES

°         Responsible for the overall day-to-day operation.

°         Monitors the Hotel personnel to ensure guests receive cordial, prompt attention and personal  recognition at all times.

°         Ensures the smooth operation of Front Office operations by being visible and aware of its requirements.

°         Handles any guest problems. To ensure that any complaints or requests from guests have been recorded, referred to appropriate department and to take immediate corrective action.

°         Ensures special handling and treatment of all VIP and Repeat Guest arrivals and departures.

°         Ensure the room preparation for VIP Repeated Guest is perfect.

°         Be thoroughly knowledgeable of the services offered by the hotel, how and where these facilities can be obtained and aware of all daily events within the hotel.

°         Be familiar with other Swissbel Hotel International and Ciputra group properties.

°         Attends Fire/Emergency training program to ensure that the hotel and Governmental Fire and Emergency Procedures are well understood and adhere to.

°         Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest name at all times.

°         Fully in charge and responsible in the absence of the Assistant Front Office Manager.

°         Reports any hazard to health or safety immediately to the Front Office Manager.

°         Develops and maintains useful contacts within the community.

°         Observes and assist other departments in the hotel. To ensure that all departments are well operating to a high level as expected by Senior Management.

°         Responsible for the master key.

°         Responsible for the Night Clerk Report.

°         Responsible for checking all rates before Night Auditors runs room charge postings.

°         Receives information from previous shift Duty Manager and passes on pertinent information to the next Duty Manager.

°         Maintain the Duty Manager logbook.

°         Responsible for room discrepancy checking to be done before 06.00 p.m.

°         Frequently inspects the cleanliness of each area of the hotel (floors, toilets employee, cafeteria, technical room, switchboard, employee entrance, etc.)

°         Ensure that the expected departure rooms are zero by 06.00 p.m. at the latest.

°         Supervises Guest Relations Officers to ensure all guests especially VIPs receive cordial, prompt attention and personal recognition.

°         Attends departmental briefing, meeting or any special meeting.

°         Prepares and signs any adjustment to receipts in the case of incorrect billing, explaining the reasons for the deduction.

°         To ensure that guests maintain appropriate behavior, within the hotel public areas.

°         To be familiar with Front Office Policies and Procedures, Job Description and Employee Handbook.

°         Perform other duties, which are assigned by the superior from time to time.

PERSONNEL

• Ensure all staffs wear the proper uniform and report to work punctually.
• Conduct briefings and meeting in the absence of Front Office Manager and Assistant Front Office Manager.
• Conduct the departmental training as scheduled.
• Ensure that new staffs are well trained to keep up the standard.
• To minimize overtime.
• To maintain good working relationship within Front Office department and with other department.

LEADERSHIP

• To build and maintain the team work among all Front Office staff.
• Leading by example.
• Providing excellent self discipline.
• To give respect to gain respect.

GUEST SATISFACTION

• To follow up all guest request and complaint and to establish preventive actions from future recurrence.
• Ensure to provide courteous and professional manner and service at all time.
• Maximize using guest name.