Hotel Duty Manager

Job Title: Hotel Duty Manager Remember those childhood games where you were the organizer, ensuring everything ran smoothly? Now imagine doing it in a place where every guest's smile is your winning trophy! Hotel De'La Ferns in Cameron Highlands is on the lookout for a Hotel Duty Manager to turn everyday operations into extraordinary experiences. Join us and relive that childhood knack for making magic happen Job Summary: The Hotel Duty Manager is a key member of the hotel's management team, responsible for overseeing daily operations and ensuring exceptional guest experiences. This role requires strong leadership, problem-solving skills, and the ability to handle various situations with professionalism and efficiency. Company Overview: Nestled in the heart of the picturesque Cameron Highlands, Hotel De'La Ferns is a boutique gem, renowned for its timeless elegance and personalized service. Surrounded by lush greenery and mist-kissed landscapes, our hotel is a sanctuary where guests find solace in nature's embrace while experiencing the epitome of refined hospitality. Key Responsibilities: Operations Oversight & Backup: Work with and coordinate daily activities across all departments (including F&B), however the main focus will be Room Division (FO & HK) to ensure smooth operations. Act as the point of contact for any issues or emergencies that arise during the shift. Be ready to jump in and assist in Front Office or Housekeeping or F&B to assist in operational breakdown or additional support needed during emergencies Guest Services: Provide exceptional customer service and address guest inquiries and concerns in a timely and professional manner. Ensure all guest requests are handled promptly and efficiently. Team Leadership: Direct and guide front-line staff, including front desk agents, housekeeping, and maintenance teams. Have briefing with room division department to communicate goals, objectives, and immediate feedbacks Shift Management: Oversee staffing schedules and assignments to ensure adequate coverage for all shifts. Handle shift changes, breaks, and allocate resources effectively. Conflict Resolution: Address and resolve guest complaints or issues, finding suitable solutions to ensure guest satisfaction. Mediate and resolve any conflicts or issues among staff members. Revenue Management: Monitor room rates, availability, and occupancy levels to optimize revenue. Implement strategies to maximize room revenue through upselling, cross-selling, and yield management. Online Review Management: Implement strategies for online review solicitation and management to enhance the hotel's reputation. Customer Recovery: Address guest concerns or complaints promptly and professionally, ensuring a satisfactory resolution mainly during check out times, or anytime if arises Safety and Security: Enforce safety and security protocols to maintain a safe environment for guests and staff. Conduct regular checks of the property to identify and address potential hazards. Emergency Response: Act as the first point of contact in the event of emergencies, coordinating response efforts and ensuring guest safety. Implement emergency procedures and conduct regular drills. Housekeeping Oversight & Quality Assurance: Monitor and uphold quality standards for service delivery, cleanliness, and maintenance throughout the hotel. Assist in HK operations to ensure all rooms are up to hotel standards Conduct regular inspections to ensure adherence to brand and hotel standards. Training and Development: Provide training, coaching, and mentorship to staff to enhance their skills and knowledge. Identify opportunities for skill development and career advancement for team members. Inventory and Supplies Management: Oversee inventory levels for supplies and amenities, ensuring adequate stock levels are maintained. Coordinate with relevant departments to restock supplies as needed. What You need to succeed in this role Customer Service Orientation Communication Skills (Verbal and Written) Leadership Problem-Solving Familiarity with IDB PMS and PoS system is additional advantage Conflict Resolution Adaptability Time Management Empathy and Patience Teamwork Crisis Management Decision-Making Flexibility Diplomacy and Tact Multitasking Knowledge of Hotel Operations Safety and Security Protocols Emergency Response Procedures Inventory and Supply Management Record Keeping and Reporting Familiarity with Hotel Policies and Procedures Sales Skills (in some cases)