Duty Manager

Job Description

PRIMARY RESPONSIBILITIES

• The Duty Manager is expected to lead by example in terms of appearance, attitude, equity & professionalism, ensuring the proper operation of the following sections: Front Desk, Group Coordinator, Operator, and Business Centre.
• The Duty Manager will be available at the Hotel 24 hours a day.

Training and Human Resources

• Ensures all staff on duty are immaculately groomed and wear the correct and complete uniform.
• Ensures all staff are present at scheduled times in the appropriate sections and that there is always the minimum standard number on staff on duty in each section.
• Reports any disciplinary problems to the Front Office Manager/Assistant Front Office Manager and must be fair in any staff disciplinary action required during their absence.
• Ensures the full motivation of the team and creates a positive work atmosphere to encourage better service quality and minimize turnover.

Technical Responsibilities

• The Duty Manager is the representative of Senior Management 24 hours a day and must be versatile, ready to handle various situations.
• Will be the first to be called if a guest is looking for a management team member, ensuring tact and diplomacy to rectify situations and satisfy guests while respecting procedures.
• Maintains an accurate record in the Duty Manager's logbook of items and incidents of concern to management.

Lobby Coordination

• The main area of work for the Duty Manager is the Lobby, coordinating overall lobby activity and engaging dynamically with guests.

Leader of Communication

• Joins daily Front Office Manager briefings and weekly Front Office Meetings, bringing questions, case studies, and new ideas for discussion.
• Provides full information and updates to all Front Office staff, encouraging interactivity and addressing their questions and problems.
• Maintains an updated Duty Manager logbook and checks logbooks from different Front Office sections to ensure clear communication.
• Responsible for a detailed Duty Manager Handover, reviewing daily activities, problems found, follow-ups, and incomplete tasks.

Supervision & Controls

• Ensures overall coordination of Front Office Operations and assists all sections of the Front Office department.
• Responsible for maintaining Front Office Standards and Procedures in line with Dusit Policies.
• Ensures proper follow-up of room requests and coordinates with housekeeping regarding cleaning priorities.
• Responsible for ensuring that all Financial and Audit Procedures are respected, conducting daily controls, signing official documents, and reporting irregularities.
• Ensures accurate close day reporting and supervises daily financial reports issued by Front Office.
• Reviews correspondence of all arrivals nightly to ensure conditions and rates are updated and reported to Front Office Manager as needed.
• Ensures immigration registration is completed per established procedures.
• Keeps records of incoming and outgoing items in the Duty Manager Safe and ensures proper follow-up.
• Motivates staff regarding selling and upselling programs, ensuring compliance with instructions received.
• Respects the privacy and confidentiality of guest information.
• Ensures all Front Office areas are clear, clean, and tidy at all times.

Responsibility In Terms Of Security

• Acts personally with a member of Security for any Safe Opening in the hotel, following security procedures.
• Ensures overall coordination during emergencies and informs staff of their duties.
• Alerts Security for any suspicious guest behavior or conflicts, documenting incidents in the logbook.

Others

• Engages in continuous learning through own IDP.
• Performs any other duties as assigned by superiors.

Accountabilities

• Represents Dusit's brand and values at all times, establishing relationships and delivering exceptional guest experiences.

Company's Culture

• Communicates and embraces the Company's culture (Vision, Mission, and Values), leading by example and cascading to all subordinates.

CONFIDENTIALITY

• Ensures confidentiality and secure storage of all intellectual property and databases, adhering to Dust Internet and E-mail policy.

Job Requirements

• Minimum education of Bachelor’s degree in Hotel Management or relevant discipline.
• Minimum of 5 years in Front Office experience in a similar capacity, preferably in a 5-star environment.
• Knowledgeable in Front Office Operations.
• Excellent English communication skills, both written and spoken.
• Professional disposition with excellent interpersonal skills.