The Duty Manager plays a crucial role in ensuring the smooth and professional operation of hotel services. This position involves overseeing various departments, managing staff, and ensuring guest satisfaction while adhering to hotel policies. Represents the management in handling guest complaints and handling VIP guests and assists the Front Office Manager/ Director of Rooms in overseeing the activities of all Front Office sections in order to maintain guest satisfaction.
Operational Oversight: Oversee the activities of Front Office associates in allocating rooms, checking-in and out of guests, handling of luggage, handling messages, handling requests, in printing reports to ensure smooth operations and in checking company account bills to ensure collectability of accounts. Ensure the smooth running of all hotel services during shifts. Monitor daily operations and address any issues that arise promptly.
Guest Relations: Promote a professional and hospitable image to guests. Resolve guest complaints swiftly and follow up on guest requests promptly according to established standards to ensure maximum guest satisfaction. Check VIP rooms, meet and escort VIP guests and see off VIP guests to ensure total comfort and enjoyment. Develop and maintain a professional relationship with all guests to ensure that they are well taken care of and obtain feedback from guests necessary to improve the delivery services.
Staff Management: Supervise team members on duty, assigning tasks as necessary. Conduct regular check-ins with staff to ensure productivity and address any grievances. Develop and maintain good associate relations through effective communication and conscientious application of hotel personnel policies to ensure harmonious working relationship with all associates.
Training and Development: Assist in training new hires alongside department heads. Organize ongoing training sessions for existing staff to enhance service quality.
Safety and Security: Ensure compliance with health and safety regulations. Oversee the security of hotel premises, including monitoring access to sensitive areas.
Maintenance Coordination: Conduct daily hotel inspection rounds; check working condition of hotel equipment, work areas and guest areas and report any irregularities to maximize enjoyability of guest services. Identify maintenance needs within the facility and report them for action. Schedule regular cleaning and maintenance to uphold standards.
Administrative Duties: Prepare management reports related to budgets, performance metrics, and operational efficiency. Work with upper management on strategic planning and policy improvements. Resolve room's discrepancy immediately and check amounts with high balances to prevent outstanding bills from being unpaid. Maintain an incident logbook of all pertinent and important events throughout the entire shift to keep a permanent record of all incidents for future reference and for handover to the next shift.
Crisis Management: Assume responsibility for emergency situations according to established procedures. Maintain clear communication during crises to ensure guest safety.
Others: Complete other duties as assigned
Qualifications
University graduate preferred but not required.
Previous experience as a room controller is essential.
