Duty Manager

  • STEG HOTEL
  • STEG Kuala Lumpur, 51, Jalan Tiong Nam, Off Jalan Raja Laut, 50350 Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
  • Jun 12, 2023
Full time Front Office Deparment

Job Description

  • Assist the Front Office Manager / Assistant Front Office Manager in the day-to-day operation of the hotel in maintaining all standards of guest service
  • Primarily responsible to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all times.
  • Supervises and assign duty roster for F/O personnel. Responsible for VIP movement in the Hotel.
  • Greets the VIP guests of the hotel. As directed by the Front office Manager, Assistant Front Office Manager Performs special services for VIP Guest’s.
  • Assists in VIP’s arrival departure in absence of guest relation officers.
  • Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour.
  • Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.
  • Assists in sending guest messages or faxes.
  • Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows
  • Assists in handling room lock problems.
  • Prepares and checks for VIP’s arrival and escorts guests to rooms.
  • Co-ordinates with all departments concerned in order to maintain Front  Office functions properly.
  • Operates the front office computer system in order to assist front office attendants.
  • Checks group department, fit and ensure switchboard makes appropriate wake up calls.
  • Handles guest complaints and other related problems and reports on the Assistant Manager’s log book.
  • Assists reception, business centre, cashier, concierge and bell captain during they are busy.
  • Answers guests inquires, handles complaints and attend to the needs of the guests.
  • Approves and sign for allowancesrebates etc., as required by Front Office Cashier.
  • Authorises charges to be made for late departures and/or compliments on them.
  • Promotes and maintains good public relations.
  • Motivates and maintains good staff relations.
  • Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
  • Follows up in credit check report, liaise with credit manager.
  • To responsible for front office operation during the absence of Front Office Manager / Assistant Front Office Manager
  • To discuss all matters that needed to follow up with the next shift Reception Manager.
  • Approves the working schedule for the front office attendants and submits them to front office manager (HO).
  • Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.
  • Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the hotel.
  • Ensures compliance with all policies, standards and procedures.
  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
  • Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
  • Provides immediate assistance to guests as requested.
  • Responds to and handles guest problems and complaints.
  • Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
  • Participates in the development and implementation of corrective action plans to improve guest satisfaction.
  • Records guest issues in the guest response tracking system.
  • Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
  • Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
  • Assigns and approves Duty roster for all Front desk staffs.