Duty Manager - Front Office

Job Title: Duty Manager – Front Office Location: AnCasa Hotel Kuala Lumpur Department: Front Office Reports to: Front Office Manager / Hotel Manager ________________________________________ Job Purpose: AnCasa Hotel Kuala Lumpur Duty Manager is responsible for overseeing the daily operations of the hotel’s front office, ensuring the delivery of exceptional customer service, managing staff, and addressing any guest concerns or complaints during their shift. This role is crucial in maintaining the smooth running of front desk operations, guest satisfaction, and supporting overall hotel operations. ________________________________________ Key Responsibilities: • Guest Relations & Customer Service: o Ensure that all guests receive a warm welcome and a smooth check-in and check-out process. o Handle guest complaints, concerns, or special requests in a prompt and professional manner, ensuring guest satisfaction. o Maintain a visible presence in the lobby and other guest areas to assist with any needs. o Liaise with housekeeping, maintenance, and other departments to ensure that guest requests are fulfilled. • Operational Management: o Supervise front desk staff and ensure adherence to hotel policies and procedures. o Oversee and manage room allocations, reservations, and front desk operations during the shift. o Ensure the front desk is adequately staffed and assist in the training and development of new staff. o Monitor the arrival, departure, and overall movement of guests to ensure seamless operations. o Coordinate with other departments such as housekeeping, restaurant, and concierge to resolve guest issues and maintain smooth operations. • Problem Solving: o Take charge of any emergency situations or guest complaints, ensuring quick and effective resolutions. o Handle unexpected situations like overbooking, cancellations, or special requests from VIP guests. • Administrative Duties: o Ensure that all necessary paperwork and guest records are accurate and up-to-date. o Review and manage billing, payments, and room rates. o Generate daily, weekly, and monthly reports on occupancy, revenue, and other key performance indicators. • Leadership & Team Management: o Lead by example, demonstrating excellent customer service, professionalism, and leadership. o Motivate and support front office staff, ensuring they maintain high standards of performance. o Conduct shift briefings and communicate important updates to staff regarding operational changes, guest needs, or hotel promotions. • Security & Safety: o Ensure the safety and security of hotel guests, staff, and assets. o Conduct routine security checks and ensure all protocols for guest safety are followed. o Handle key control, lost and found items, and any security-related incidents. ________________________________________ Skills & Qualifications: • Education: A degree in Hospitality Management or a related field is preferred. • Experience: Minimum of 2-3 years of experience in a front office supervisory or managerial role within the hotel industry. • Skills: o Exceptional communication and interpersonal skills. o Strong leadership and team management abilities. o Excellent problem-solving skills and the ability to handle guest complaints effectively. o Ability to work in a fast-paced, dynamic environment and multitask. o Familiarity with hotel management software and front office systems (e.g., Opera, Fidelio). o A good understanding of hotel operations, including reservations, check-ins/check-outs, and billing. o Knowledge of safety and security procedures within the hospitality industry. • Personal Attributes: o Friendly, approachable, and professional demeanor. o Strong organizational skills and attention to detail. o Ability to maintain calm and professionalism under pressure. o A guest-focused, positive, and proactive attitude. ________________________________________Working Conditions: • Rotating shift hours, including evenings, weekends, and holidays. • Occasional overtime may be required based on the operational needs.