Duty Manager

Assists to prepare and update the Front Office Departmental Operations Manual.
Submits all guests / employees incident reports.
Familiarize self with all kind of emergency procedures and take command post until a hotel executive arrives and takes over during the emergency situations
Acquaint with the rate structure, room categories, F&B outlets and all kind of facilities that provide in the hotel.
Offer assistance to all sections at front office and supervise the lobby activities when the traffic is busy.
Attend daily briefing / debriefing and any monthly meeting on time.
Handle guest’s complaint and special request tactfully, record down in internal log book and copy to the department concerned for necessary action taken.
Inspect rooms assigned to VIP guests and make sure those rooms are in good condition with amenities prior to guests arrival.
Greet the VIP guest upon their arrival, check-in and escort to room. Bid farewell to them upon their departure from hotel.
Review all folios for VIP guests a night prior their departure as to avoid any irregular item was posted.
Ensure the appropriate room assignment was given to the VIP guests.
Record and handle the turn away guests and arrange an alternative accommodation when the hotel is fully booked.
Assist Executive Housekeeper to keep valuable lost and found items if necessary.
Review the daily event board in regards of the hotel catering activities.
Conduct a hotel tour for visitors if Sales department are not available.
Coordinate with security department and open the locked safe for in-house guest and checked-out room.
Handle guest’s sleep out, double-locked and unlocked as requested by guests.
Problem solving in all outlets in the absence of F&B executive.
Conduct floor patrol and hotel premises with security during overnight.
Review the guest in-house rate, check flash report, room analysis report etc., assure all figures are accurate before circulate to executive committee member in the morning.
Coordinates with Front Desk on voucher, billing instructions, deposits, rebates etc., to minimise bad debts, skippers, untraceable charges and allowance.
Assists to ensure the punctuality and appearance of all Front Desk associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
Assists in the planning and implementation of effective training programmes for all Front Office associates in coordination with the Departmental Trainers.
Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
Assist to develop the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and/or mentoring.

Excellent command of English verbal, reading and writing ability is required
Minimum of 1 year managerial or 2 year supervisory experience in hotel front office operations

- Under Company's policy

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