Duty Manager

Job Description

Position : Duty Manager

Grade : M2

Responsible To : Front Office Manager

Responsible For : Entire Front Office team

Scope:

Keeping in view the ever changing business scenario and your own career enhancement, Multi Skilling / Multi Tasking is seen as an imperative. As a result, short period / intervals or long term lateral movements to other areas have been included in the service design of the hotel operation. You shall, thus, be ready to accept such movements with or without any prior notice.

General Purpose of the Job:

To mange the department as a professional, with efficient and flexible service ensuring maximum guest satisfaction. Should be able to follow the principles of planning, organizing, directing and controlling the Front Office operations and administration.

Main Duties:

- To participate in the formulation of the Annual Operating Budget in determining outlet projected revenues and expenses, operating equipment in line with the compilation of the Annual Business Plan

- To strictly adhere to the established operating expenses and that all costs are controlled.

- In the absence of the Front Office Manager take over all the responsibilities

- To obtain and account for the correct room revenue.

- To ensure that all room rates, guest data are posted correctly into the hotel property management system.

- To comply to the standard operation manual of the department

- To account for all allowances made for the day.

- To identify and correct any errors.

- To ensure that all room discrepancies are checked and resolved correctly.

- To ensure that guest history is maintained accurately and is up-to-date.

- To assist in the training of the Front Desk, Bell desk, Guest services, ensuring they have the necessary skills to perform their duties with maximum efficiency

- To assign responsibilities to subordinates implementing Multi Tasking and Multi Skilling principles, and to check their performance periodically

- To implement a flexible scheduling based on business patterns

- To assist in controlling the requisitioning, storage and careful use of all operating equipment and supplies

- To conduct daily pre-shift briefings of employees on rooms occupancy, arrival & departures, functions / events and special attention that is needed.

- To liase with housekeeping and other related department on daily operation.

- To have a thorough understanding and knowledge of all Rooms related service and product and upsell alternatives.

- To ensure all the registration cards are updated and checked before end of a shift

- To ensure the guest history is maintained

- Night duty manager to ensure that all the guest registration cards are tagged with the guest photo ID

- To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and follow up to ensure that all queries and problems have been resolved.

- To establish a rapport with guests maintaining good customer relationship.

- To ensure that the cashiering procedures are strictly adhered to

- To maintain the Daily Log Book.

- To assist in planning the weekly roster and work schedules to ensure that the work place is adequately staffed to handle the level of business.

- To maintain the work place bulletin board.

- To submit all guest / staff incident reports.

- To report Lost & Found items.

- To liaise and organize with Housekeeping Department that the established cleaning schedules are strictly adhered to

- To identify market needs to generate more revenue.

- To implement a consistent guest recognition program

- To assist in identifying training needs and plan training programs for the employees

- To ensure that all employees maintain a high standard of personal appearance and hygiene at all times

- To ensure that all employees report for duty punctually wearing the correct uniform and name badge at all times

- To supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the Department Operations Manual

- To ensure that all employees maintain a high standard of personal appearance and hygiene at all times.

- To conduct staff performance appraisals as per company policies.

- To ensure that all employees report for duty punctually wearing the correct uniform and name badge at all times.

- To ensure that all employees provide a courteous and professional service at all time

- To maintain a high standard of personal appearance and hygiene at all times.

- To maintain a good rapport and working relationship with staff in the Place of Work and all other departments.

- To attend and contribute to all staff meetings Departmental and Hotel trainings scheduled and other related activities

- To ensure that all employees have a complete understanding of and adhere to the hotel's policy relating to Fire, Hygiene, Health and Safety

- To project at all times a positive and motivated attitude and exercise self control

In addition to the above mentioned duties and job functions, any other assignment given on an occasional basis or daily basis by the immediate superior or the management.