Duty Manager

• JOB PURPOSE

The Duty Manager provides supervision, direction and leadership to all Front Office personnel under the guidance of the Front Office Manager in accordance with the objectives, performance and quality standards established by Accor Group of Hotels.

Supervise shift for smooth running in all areas of Front Office i.e. Front Desk, Concierge, Bell Desk, Limousine / Airport Services, Business Centre, Pullman Connect / Guest Services and Executive Lounge - on a day-to-day basis and to achieve the goals set for Guest Services.

• EXECUTIVE RESPONSIBILITIES & EMPOWERMENT

• On shift Duty Manager will be responsible for all Front Office operations.
• Responsible for following and ensuring the standard operating policies (Key to Success) and procedures are adhered to. Duty Manager will resolve all guest complaints abiding the hotel policies to gain the guest loyalty.
• KEY OPERATIONAL RESPONSIBILITIES

People Management

• Maintains department organization, manning and productivity, ensuring a smooth operation based on forecasted occupancy.
• Identifies staff training requirements and service improvements areas.
• Supervises and guides all staff to ensure that hotel’s policies and procedures are adhered to.
• Creates a positive and highly motivated working environment that promotes and develops teamwork.
• Utilizes and develops communication tools and channels for the dissemination of information and workflow in the section.
• Give feedback to Room Division Manager on the performance of team members.

Guest Loyalty

• Promptly and actively obtains feedback from guests and inform the relevant departments the actions taken to rectify the feedback and to ensure guests’ satisfaction.
• In all incidents, provides management and department heads with reports and takes action to avoid repetition of any incidents, accidents, theft and complaints.
• Ensures that all guests are all Le Club Accor member are welcomed on arrival.
• Ensures that fond farewell is extended to all Le Club Accor members.
• Ensures that targets of Le Club Accor are met.
• Prepares regular action plans to improve guest services.
• Achieves guest delight through friendly and proficient services at the Front Office operations and ensure repeat business through personalized, efficient services.
• Must have complete knowledge of membership levels of Le Club Accor program.
• Enable decision making at guest contact point to ensure guest loyalty.

Operational Process

• At the start of the each shift, Duty Manager must familiarize himself/herself with: Room Situation in the Hotel and in the city, Checks on status of room blocks and discrepancies, Staff roster, Monitors and follow ups on expected check ins and check outs, Reports from the end of the previous shift, Correspondence bearing the current shift, Activities of telephone and Events in the hotel.
• Ensures that charges reflected in the “Interface Lost Postings” permanent folio are correctly transferred to the respective guests.
• Is responsible for smooth working operations of the hotel. He/She will make decisions on all matters involving guest contact with hotel employees. In the absence of the Front Office Manager, he / she has full authority on all decisions.
• Inspects the lobby, public areas and heart of the house, takes corrective actions if needed.
• Checks and ensures smooth traffic flow at hotel’s driveway.

• Ensure that check ins / outs are efficient within require time frame and as per defined standards. Ensure all guest entering the hotel are welcomed.
• Ensure fond farewell is extended to all guests on departure.
• Handles relevant guest comments or complaints of the hotel guests and inform to the management.
• Ensure that city knowledge is updated.
• Ensure that all internal controls are in place, inspect cash float on regular basis.
• Promotes and Drive Up selling in the hotel.
• Ensure and check guest room for hotel standards and amenities.
• Coordinates with reservations for arrival time of maximum guests.
• Ensure that Front Desk teams takes departure time and secures mode of payment.
• Ensure that Arrival & Departure register is updated as per local laws at all times. Also ensure that ‘C’ forms are made and send as per the local laws.
• Ensure all guest loyalty plans like Kids program, Frequent Guest Program and Long stay program are followed.
• Ensure and check all equipments in Front Office Department are in working condition.

Administration

• Checks and verifies the “Rate Variance Report” and informs the Front Office Manager of any irregularities in rates accorded.
• Checks High Balance Reports on the daily basis to ensure that mode of payment is secured from all in house guests.
• Ensure all grooming standards are in place and adhered to.
• Ensures all relevant reports are printed and signed off, filed or handed over to Morning Shift.
• Authorizes all rebates and paid‐outs according to the limits set by Management.
• Checks all guest registration cards for profile, mode of payment and departure time. Ensures that address for future communication has been taken.
• Performs all other job assigned by the Management.