Duty Manager

Job Description

Primary Responsibilities

Front Office Operation

• Conduct comprehensive daily briefings and ensure that all pertinent information is well received and understood by team members, including updates on occupancy, VIP arrivals, and special events
• Manage and supervise all tasks of his/her staff to ensure that the highest quality service is delivered and department standards are met, including regular performance evaluations and feedback sessions
• Review, analyse and suggest improvements to work flow and standards at the Front Desk, implementing best practices and innovative solutions to enhance guest experience
• Analyse rate variance reports to ensure rooms revenue control, approve discounts and rebates, and optimise revenue management strategies
• Communicate effectively with Front Office Manager on all matters regarding guest services & hotel operations, providing detailed reports and actionable insights
• Ensure thorough documentation of all guest-related issues using the logbook, including follow-ups and resolutions
• Sign media and supervise shift handover procedures, ensuring smooth transitions between shifts and comprehensive information transfer
• Coordinate and communicate with other hotel departments as required regarding general administration and operations issues, fostering a collaborative work environment
• Provide management presence at all times by assisting with the handling of guests' needs and complaints tactfully and efficiently, ensuring high levels of guest satisfaction
• Assist Guest Relations in greeting, rooming, and sending off guests, paying special attention to VIP and repeat guests
• Conduct regular inspections of front of house and back of house areas for cleanliness and orderliness, addressing any issues promptly
• Ensure that front line staff complies with marketing techniques and maximises sales opportunities, including upselling and cross-selling
• Meticulously check billing instructions, monitor guest credit and act upon any discrepancies, liaising with the Finance department as necessary
• Coordinate full house situations and make all necessary arrangements to handle overbooking and pledge relocates, ensuring minimal disruption to guests
• Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently, maintaining high standards of service
• Enforce Safety, Security and Loss Control policies and procedures in the lobby and driveway areas. Handle and manage hotel emergencies with composure and efficiency
• Conduct Night Audit Process for hotel, ensuring accuracy of financial records and resolving any discrepancies

Team Management

• Provide comprehensive department orientation and training on hotel service standards, procedures and programs, ensuring all team members are well-versed in their roles and responsibilities
• Constantly monitor team members' appearance, attitude and degree of professionalism, providing constructive feedback and implementing corrective measures when necessary
• Motivate and provide a work environment which brings out the best in team members, fostering a culture of excellence and continuous improvement
• Conduct regular performance reviews and set individual and team goals aligned with departmental objectives
• Identify training needs and develop tailored training programs to enhance team skills and knowledge
• Manage staff scheduling to ensure optimal coverage during peak periods and efficient resource allocation

Other Responsibilities

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features, staying updated on new offerings and promotions
• Be fully conversant with hotel fire & life safety/emergency procedures, participating in regular drills and training sessions
• Attend all briefings, meetings and trainings as assigned by management, actively contributing to discussions and sharing insights
• Report for duty on time wearing clean and complete uniform at all times, setting a professional example for the team
• Maintain a high standard of personal appearance and hygiene at all times, adhering to grooming standards
• Stay informed about local attractions, events, and transportation options to assist guests with inquiries
• Participate in cross-departmental projects and initiatives to improve overall hotel operations and guest experience
• Assist in the implementation and monitoring of sustainability initiatives within the Front Office department
• Contribute to the development and revision of standard operating procedures (SOPs) for the Front Office
• Perform other reasonable duties assigned by the Management of the Hotel, demonstrating flexibility and willingness to support various aspects of hotel operations

Qualifications

• Experience overseeing the Front Office operations
• High-level communication and interpersonal skills, able to seamlessly manage inquiries, requests, and feedback with professionalism and discretion.
• Experience with room allocations, reservations, and liaising with hotel departments to optimise guest experience
• Elevated leadership capabilities, to successfully train, develop, and guide a team to excellence
• A calm, solutions-focused mindset with strong emotional intelligence
• Proficiency in Front Office systems (Opera Cloud experience highly regarded)