Duty Manager (The Unlimited Collection)

The Duty Manager works under the supervision of the Front Office Manager to oversee the day-to-day operations of the front office including night shift if applicable, ensuring the smooth delivery of exceptional services to property's guests/customers. The Duty Manager often meets or liaises with other executives or managers of the various departments to satisfy guests/customers' requests, handle VIP arrivals, collaborate effectively on usage of function and catering space, manage security issues and any matters concerning guests’ undesirable conduct in rooms or public areas.

The Duty Manager is required to have a good working knowledge of the Property Management System or other hotel reservation software to meet the challenging demands of his/her work responsibilities and may be required to assist in reception, concierge, reservations, housekeeping, budgeting matters and food and beverage operations. He/She also analyses market/industry trends and potential customers to suggest appropriate proposals to enhance branding and revenue. The Duty Manager is involved in supervising and guiding the front office team and coordinating the team’s work schedules. He/She should have the ability to work in a fast-paced environment in managing the multifarious operation concerns and expectations of guests.

Responsibilities

You will:

• Supervise overall activities in the department.
• Supervise and delegate duties to supervisors and prepare work schedules for them.
• Develop weekly schedules, monitor team attendance and put up the leave calendar.
• Supervise all sections and improvements in operation where opportunities to develop service standards are found.
• Plan and organize departmental periodical training sessions for staff of courtesy, efficiency and job knowledge (especially for new staff).
• Keep knowledge/information of any change in resort policy and procedure and enforce them.
• Ensure good communication and cooperation between front office department and other departments.
• Perform all duties applicable to the night shift ensuring all report, system checks as well as run of the day (date system change) are performed accordingly to standards and hotel requirements.
• Control expenses of front office department.
• Maintain a personalized service standard of the reception by constant training and motivation of the team members.
• Liaise closely with Housekeeping to ensure that optimum number of rooms/suites are available and all incoming guests' requirements are met.
• Actively take part in Sales Activity within the hotel including referral of lead to the Sales office.
• Read all reservation correspondence prior to the guest arrival to understand the needs and wants of the guests, updates and corrects information in Opera accordingly.
• Conduct daily briefings.
• Block special room requests and personally check them prior to the arrival of guests.
• Personally welcome guests and allocate rooms and coordinate with supervisor for proper follow up.
• Ensure that the service of the front office team is prompt and attentive at all times.
• Personally resolve any problem a guest may face during his stay in the hotel or endeavor to provide the maximum service possible always with a margin for flexibility.
• Conduct regular inspections of areas directly under his responsibility.
• Meet regularly with supervisors in order to convey all necessary information concerning events taking place in the hotel, memoranda received, transfers and training procedures or instruction from higher management.
• Meet on a monthly basis with all team members in the department in order to convey information and to discuss technical queries and to solve any problems employees may encounter.
• Communicate to management concerned, movement of guests and guest comments.
• Coordinate with the training department to implement training plans.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Conform to the company’s Policies & Procedures.
• Perform Duty Manager responsibilities on rotating shifts.
• Perform any other duties as assigned by the Management.

Job Requirements

You have:

• At least 3 years of relevant work experience, preferably in the hospitality industry and in a Supervisory role.
• Attained at least a Diploma or Higher NITEC in Hospitality, Hotel Management, or an equivalent qualification.
• Supervisory skills.
• Passion for coaching and guiding.
• Passion in learning a variety of tasks, including handling paperwork and managing a team.
• Willingness to perform shifts.