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Duty Manager (Front Office)

Salary undisclosed

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Primary Responsibilities

Front Office Operation

· Conduct daily briefings and ensure that all pertinent information is well received by team members

· Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met

· Review, analyze and suggest improvement of work flow and standards at the Front Desk

· Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates

· Communicate with Front Office Manager on all matters regarding guest services & hotel operations

· Ensure documentation of all guest related issues using the logbook

· Sign media and supervise shift handover procedures

· Coordinate and communicate with other hotel departments as required regarding general administration and operations issues

· Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently

· Assist Guest Relations in greeting, rooming, and sending off guests

· Inspect front of house and back of house regularly for cleanliness and orderliness

· Ensure that front line staff complies with marketing techniques and maximizes sales

· Check billing instructions, monitor guest credit and act upon any discrepancies

· Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates

· Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently

· Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.

· Conduct Night Audit Process for hotel

Team Management

· Provide department orientation and training of the hotel service standards, procedures and programs

· Constantly monitor team members’ appearance, attitude and degree of professionalism

· Motivate and provides a work environment which brings out the best in team members

Profile

Knowledge and Experience

· Diploma in Tourism / Hospitality Management

· Minimum 2 years of relevant experience in a similar capacity

· Excellent reading, writing and oral proficiency in English language

· Ability to speak other languages and basic understanding of local languages will be an advantage

· Good working knowledge of MS Excel, Word, & PowerPoint

Competencies

· Strong leadership, interpersonal and training skills

· Good communication and customer contact skills

· Results and service oriented with an eye for details

· Ability to multi-task, work well in stressful & high-pressure situations

· A team player & builder

· A motivator & self-starter

· Well-presented and professionally groomed at all times

Job Type: Permanent