Duty Manager

  • Grand Alora Hotel
  • Grand Alora Hotel, Darul Aman, Sultanah Bahiyah Highway, Taman Mergong Jaya, Alor Setar, Kedah, Malaysia
  • Nov 29, 2023
Full time Front Office Deparment

Job Description

Job Purpose:
Responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas.  Provide timely and professional check-in/check-out services in accordance with established scripting and standards.

Job Description:

1) Assists in sending guest messages or faxes.

2) Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows

3) Assists in handling room lock problems.

4) Prepares and checks for VIP’s arrival and escorts guests to rooms.

5) Co-ordinates with all departments concerned in order to maintain Front Office functions properly.

6) Operates the front office computer system in order to assist front office attendants.

7) Checks group department, fit and ensure switchboard makes appropriate wake up calls.

8) Handles guest complaints and other related problems and reports on the log book.

9) Assists reception, business centre, cashier, concierge and bell captain during they are busy.

10) Answers guests inquires, handles complaints and attend to the needs of the guests.

11) Approves and sign for allowances, rebates etc., as required by Front Office Cashier.

12) Authorizes charges to be made for late departures and/or compliments on them.

13) Promotes and maintains good public relations.

14) Motivates and maintains good staff relations.

15) Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.

16) Follows up in credit check report, liaise with credit manager.

17) To responsible for front office operation during the absence of Front Office Manager.

18) To discuss all matters that needed to follow up with the next shift Duty Manager.

19) Approves the working schedule for the front office attendants and submits them to front office manager.

20) Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behavior, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.

21) Assigns Duty roster for all Front desk staffs and seek approval from Front Office manager