Duty Manager

Main Duties:

Administration

• Liaise with different departments for smooth and coordinated work.
• Should ensure that the team members are adhering to the Human Resource policies.

Customer Service

• Personally welcome and escort all hotel guests.
• Authorize courtesies for all VIP’s
• Maintaining guest profile and updating the same on regular basis
• Ensure to interact with the guests & enable the team to understand guest requirements.

Financial

• Responsible for maintaining high level of room sales, by up-selling.
• Adhere to Accor guidelines for all the financial related procedures
• Ensure maximum room occupancy within agreed overbooking policy.
• Ensure to balance the accounts on a daily basis.

Operational

• Adhere to the Standard Operating policies & Procedures.
• Check outstanding of in-house guests on a daily basis.
• To check whether the following records are kept in order and up to date:

1.  “C” forms
2. Reception / Information Log Book          

• Ensure that the luggage of incoming and outgoing guests is handled quickly and efficiently.
• Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered.
• Check the grooming and hygiene of the team.
• Ensure all VIP room inspection in coordination with House Keeping Department.
• Ensure that newspapers and parcels are delivered in the rooms without delay.
• To be readily available at all times to deal with problems or complaints.
• Ensure effective and speedy check-in & check-out facilities.
• Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
• Ensure that the entrance is easily accessible to cars and taxis at all times.
• Conduct briefing for concierge and Front Office Assistants.
• Log security incidents and accidents in accordance with hotel requirement
• Communicates with FOM all information likely to be interest to them

Personnel

• Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behaviour, tactfulness, openness, and cultural awareness.
• Ability to accept responsibility.
• Self confidence, motivation, drive and tenacity.
• Ability to enhance organizational performance.
• Ability to clearly delegate tasks and responsibilities.
• Ability to think strategically, inductively, and creatively.
• The propensity to recognize and acknowledge other people’s ideas.

Other Duties

• Ensure cleanliness of all areas under the Front Office viz., Lobby, corridors, main staircase and drive away.
• Helping other department in case of emergency.

Occupational Health & Safety

Employee Responsibility

All employees to safeguard their health and safety, and the health and safety of others, in the workplace. 

Replacement and Temporary Mission:

Be ready and responsible for any job, which may be assigned by the Management.

Competencies

• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Service oriented with an eye for details
• Ability to work well in stressful & high-pressure situations
• A team player & builder
• A motivator & self-starter
• Well-presented and professionally groomed at all times