Duty Manager

Summary of Responsibilities

Responsibilities and essential job functions include but are not limited to the following:

• Provide management presence by assisting colleagues in handling feedback.
• Provide department orientation and training of the hotel service standards, procedures and programmes.
• Control availability of rooms and action accordingly.
• Colleague management at the Front Desk including rostering, performance management, OJT training, developing, counseling, guiding, discipline, feedback, evaluate and supporting colleague at the desks.
• Liaison between Front Office departments and rest of hotel for effective guest experience.
• Lead the Front Office team to personalize the guest arrival/departure experience.
• Be involved in the arrival, rooming, and departure of key/VIP guests.
• Ensure guest arrival and departure procedures are completed as defined in the hotels’ standards and operating procedures and LQA standards.
• Handle guest feedbacks and determine appropriate actions to ensure it meets or exceeds guests’ expectations.
• Management and leadership of the front office team.
• Presence in the Front Office and lobby area at critical guest flow times.
• Conduct daily briefings presenting business issues and hotel information.
• Co-ordinate full house activities, handle pledge relocates by sending and welcoming guests back.
• Provide direction and leadership to the HEAT Team and if needed, call for evacuation of guests, colleagues, external parties in the hotel from areas threatened by fire, flood, bomb threats or civil disturbance.