Duty Manager

Job Purpose

To supervises Front Office team members and ensure efficient and smooth operations for producing excellent feedback and guest satisfaction.

Primary duties and responsibilities:

• Ensure outstanding customer care at all times.
• Handling guest complaints, concerns and resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. in an efficient and timely manner.
• Providing information regarding the Hotel, town attractions, activities, etc.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems and coach and counsel the Front Office team members to ensure a quality operation.
• Allocate rooms to expected arrivals after checking the guest preferences and special requests.
• Have up to date information on daily room occupancy.
• Build strong relationships and liaise with all other department’s especially housekeeping, engineering, security, etc
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to Security, Manager or MOD.
• Ensure Front Office log book and hotel log book is always updated and auctioned upon.
• Cross check all billing instructions are correctly updated.
• Any others ad-hoc duties assigned by the superior.

Qualifications, experience and skills

• Preferable Diploma/ Degree or equivalent or minimum 2 to 3 years experiences in related field.
• Familiarity with MS Office applications and email functionalities, particularly MS Excel or Access and ability to generate reports using HMS (Property Management System) and work with large data sets.
• Ability to adapt to company systems for daily operations and communications.
• Basic computer skills.
• Rendezvous system skills

Required competencies

• Proactiveness
• Team player spirit
• Sense of ownership/ responsibility over own work
• Problem solving attitude
• Excellent interpersonal and communication skills
• Attention to detail
• Situational awareness