The Duty Manager will be responsible in overseeing daily operations, ensuring exceptional customer service, and maintaining a safe and efficient work environment. Responsible for managing and supervising a team of employees, handling customer inquiries and concerns, and collaborating with other departments to ensure the smooth functioning of the hotel operations.
KEY RESPONSIBILITIES:
Front Office Operations- Supervise, direct, and motivate the Front Office team to maintain high performance and up-to-date knowledge of hotel products and services
- Proficient in check-in, check-out and understands overall billing procedures
- Understands booking & cancellation policies
- Able to handle guests complains & provide service recovery
- Accurate understanding of the night audit procedure regarding with hotel PMS system
- Communicate effectively with colleagues to ensure consistent awareness of hotel promo, ongoing events and operational updates
- Implement and execute emergency response protocols according to standard operating procedures to safeguard guests and staff
- Manage crisis situations promptly and effectively to minimize impact on guest safety and hotel operations
Administrative & General- Handles and keeps the record of incoming official letters in file, and report to the Front Office Manager with the information
- Request for purchasing pantry supplies and stationaries
- Maintains front office work stations & cleanliness
- Manages Smart Mart & vending machines
- Take on ad-hoc office or other projects when assigned
- Participate in Front Office committees and task force assignment
QUALIFICATIONS & REQUIREMENTS- Minimum Degree in Hotel Management or other related fields
- Preferred working experience in a Front Office function preferably in a hospitality or service industry
- Positive working attitude with willingness to learn
- Able to work in 3 rotating shifts & to cover Reservations department when needed
- Comfortable working in a fast-paced environment
- Excellent interpersonal and communication skills to interact well across all levels of staff
- Meticulous, organized and strong multitasking
