Duty Manager

Key Responsibilities

· Ensures that all Front Office employees deliver the Hotel's basic standard and provide exceptional guest service at all times.

· To greet all guests in a service orientated manner.

· Maintains positive guest and colleague interactions with good working relationships.

· Assists in greeting and checking-in VIP and Long Stay guests.

· Personally and frequently verify that guests are receiving the best possible service during check-in and check-out.

· Co-ordinates VIP movements with relevant Departments as advised.

· Ensuring hotel guests are registered in accordance with Front Office policies and procedures.

· Understands rate structure and promotional rates available.

· Ensures that all Front Office employees are aware of current promotions, policies and other important information.

· Ensures that all Front Office employees are familiar with the hotel’s products and services.

· Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

· Ensures that Front Office employees provide excellent service to internal customers as appropriate.

· Authorize the release of fruits, flowers and other amenities to ensure guest requests are being met. To inspect assigned rooms for VIPs prior to their arrivals.

· Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

· Ensure all incoming correspondences which includes fax, mails, telexes and letters for the guest are promptly delivered to the room. The same applies to correspondences directing to all relevant supporting Departments.

· Ensures that all guest details are entered correctly in accordance with the principles of clean data.

· Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.

· Ensure all reports and log book entries from previous shifts requiring pending actions are followed up accordingly.

· Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.

· Submits all guests/employees incident reports.

· Assist to implement consistent guest recognition program and maintains a relevant guest history database.

· Spends time in Front Office areas to ensure that the area is managed well by the respective team and deliver the basic standard.

· Represent the Assistant Front Office Manager and offer sensible and sound decisions in the absence of the Assistant Front Office Manager.

· Supervise and delegate all Front Office personnel and ensuring adherence to all policies and procedures are strictly maintained. To arrange for substitution in cases of medical leaves, public holidays or absenteeism or during high occupancy.

· Conduct daily briefings before the start of the respective shifts. Highlight all activities for the day and ensure all Front Office personnel are fully informed.

· Authorize room/rate change, paid out, rebates, cash advances, acceptance of credit card and cheque etc based on the hotel’s policies and procedures.

· Liaises and organize with Housekeeping Department that the established cleaning schedules for VIP’s in - house and arrivals are strictly adhered to.

· To make daily rounds through all operating and supporting departments and to increase visibility to guests.

· Act as a representative on behalf of the Hotel Management in attending to guest requests or even public’s complaints.

· Assist in the opening of the main store for any last minute requisition after office hours. To ensure all items issued out to the department concerned are properly documented in the presence of a Security personnel.

· Maintains strong, professional relationships with the relevant representatives from competitor hotels and other organizations, including tour operators and local travel agents.

· Ensures the strict control of room keys.

· Reports “Lost and Found” items.

· Ensures that Front Office employees work in a supportive and flexible manner with other departments, in a spirit of “Team Work”.

· To be thoroughly conversant with the Front Office computer system and to coordinate with IT Manager in times of power failure or system down.

· Responds to changes in the Front Office Department function as dictated by the industry, company and hotel.

· Carries out any other reasonable duties and responsibilities as assigned

Job Type: Full-time

Pay: RM3,000.00 - RM3,500.00 per month

Benefits:

• Dental insurance
• Free parking
• Health insurance
• Meal provided
• Opportunities for promotion
• Professional development

Schedule:

• Rotational shift

Supplemental Pay:

• Attendance bonus
• Commission pay
• Overtime pay
• Yearly bonus

Education:

• STM/STPM (Required)

Experience:

• Duty Manager: 2 years (Required)