DUTY MANAGER

1) To provide general management support throughout the hotel at all times monitoring guest satisfaction, security, employee activity and handling all guest complaints. Conduct hotel and rooms inspection on a daily basis and bring up any outstanding matters to the attention of the Department Heads concerned and follow up whenever necessary.

2.1Meeting with Front Office Manager daily in order to follow up on any outstanding matters and updating of daily happenings.

2.2 Understand and able to execute all Front Office standard operating procedures.
2.3 Supervise, discipline and appraise all personnel in the Front Office under his/her charge.Monitors performance standards, reporting issues /concerns as needed.

2.4Ensure that the staff adhered to all policies, rules and regulations established by the hotel.

2.5Ensure effective communication within the Front Office and also with all other operating departments.

2.6Attend Rooms inspection with Housekeeping and Engineering teams to ensure top quality accommodation is provided for our esteem guests.

2.7 Conduct Front Office daily briefing and Sunset meeting. Be aware of all happenings in the hotel including management decisions, new directives, new rates, etc.

2.8 Handle issues or guest complaints promptly and efficiently to meet guests needs as well as the interest of the Hotel. Provide assistance to guest's special requests if possible and record in the DM's Log Entry.
2.9 Log all activities and happenings in the Hotel including all irregularities and report to Front Office Manager any unusual occurrences such as accidents, theft, etc. Follows up on ongoing dissatisfaction as reported in DM's Log Entry.

2.10 Co-ordinate and work closely with the Security department with regards to any criminal act, theft and accident within the Hotel.
2.11Be fully familiar with all emergency procedures and hotel policies.

2.12 Handle emergency cases according to the established Standard Operating Procedures, e.g. fire safety, security and medical care, etc when required.

2.13 Maintains proper recording, handover and takeover of DM float, Perdiems, Foreign Currency deposit (if any) and outstanding Lost & Found item (if any).
2.14 Responsible for getting the Hotel ready to receive daily room business covering all guests, crews, tours and conventions adequately with the emphasis on guest satisfaction.

2.15 Check-in crews, tour groups and coordinate on their requirement.

2.16 Prepared all rooms, perdiem and room key cards for crews prior to arrival.

2.17 Prepared the rooms and the room key cards for group tours prior to arrival.

2.18 Check-in crews, tour groups and coordinate on their requirement.

2.19 Check through the wake-up calls and transport arrangement for the crews to ensure it is in order.

2.20 Maximizes daily room revenue through monitoring current room status availability to achieve a sell-out.

2.21 Perform in-house credit check.
2.22 Ensure the night closing procedure is carried out and reports are completed.

2.23 Make daily rounds of the Hotel premises which include the public and staff areas regularly to increase visibility to guests and employees. Monitors wastage and energy consumption throughout the hotel. Report to Service One of any physical defects and cleanliness that need attention

2.24 Oversees emergency opening of vacant room safes.

2.25 Oversees emergency access to normally off-limits area such as store, etc.

2.26 Ensure all equipment and tools are in good functioning order.

2.27 Perform duties which may be assigned from time to time.
3.1

i. Good knowledge of the operations of various sections in the Front Office.

ii. Proficient in letter writing and application of computer functions.