Duty Manager
1 month ago
Ensure a smooth and efficient running of the Hotel Day & Night operation, ensuring that all hotel guests and visitors receive and optimum level of service and care at all times. Oversees the day & night-hour supervision of the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. Duties/Responsibilities:
Manages, supervises, corrects and demonstrates all duties and tasks to the standards set.
Assists the Front Office Manager / Assistant Front Office Manager in efficiently managing the day to day operations according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.
Trains and guides the subordinates on the correct procedure of handling calls and message handling.
Takes care of the arrival and departure processes for guests, ensuring they take as little time as possible.
Ensures that guest passport details are sent on time through the CID system.
Checks if all special rates have the appropriate authorization by competent person.
Assists and be responsible of the VIP guests and Long Stay guest.
Makes decision on all matters involving guest contact with hotels employees.
Promptly handles guest and patrons complaints, and informs the necessary department heads when appropriate.
Ensures that all guest room preferences are assigned prior the guest arrival, based on the hotel availability.
Assists Guest Service Executives with daily shift audit and ensure all audits are correct
Performs daily cash spot check of the Guest Service Executives.
Prepares the Front Office Night audit reports and statistics and distribute to the different Hotel departments as required.
Serves as a point of contact for regular guests and VIP Guests in the absence of the Front Office Manager.
Deals with complaints, problem solving, disturbances, special requests and any other issues that may arise.
Manages the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.
Supervises the Front Office night audit procedures ensuring that all pre-audit checks are carried out prior to Room & Tax being posted and the Front Office PMS being handed over to the Accounts Night Audit Team on time.#J-18808-Ljbffr
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