Job Advert Summary
The Duty Manager plays a vital role in creating a welcoming and memorable experience for guests by ensuring seamless operations at the Front Office. As the first and last point of contact for many guests, the Duty Manager must maintain a high standard of service, professionalism, and efficiency across all shifts, supporting the Front Office team and contributing to overall guest satisfaction.
Minimum Requirements
- Strong leadership and team management skills
- Proficient in staff scheduling and recruitment
- Sound understanding of budgeting and financial processes
- Excellent guest relations and conflict resolution abilities
- Strong verbal and written communication skills
- Outstanding time management and multitasking capabilities
- Proficient in Microsoft Office (Excel, Word)
- Confident decision-maker and proactive problem solver
- Ability to maintain composure in a fast-paced environment
- Commitment to high service standards and continuous improvement
Duties and Responsibilities
- Supervise Front Office operations to ensure smooth and efficient service delivery.
- Oversee and manage the duty roster for Receptionists, Concierge, and Porters.
- Assist with VIP guest arrivals and departures in the absence of Guest Relations Officers.
- Monitor cleanliness and presentation of the lobby and public areas.
- Ensure Front Office staff maintain proper grooming, uniform standards, and professional behavior.
- Verify guest registration details and ensure all required information is accurately recorded.
- Coordinate the delivery of guest messages, faxes, and other communications.
- Provide guidance to Night Reception during high occupancy periods (e.g., walk-ins and room block releases due to no-shows).
- Assist with technical issues such as room lock malfunctions.
- Prepare for VIP arrivals and personally escort guests to their rooms when necessary.
- Liaise with other hotel departments to ensure coordinated service delivery.
- Operate front office systems and provide support to Front Office team members as needed.
- Monitor group check-ins and FIT (Free Independent Traveller) arrangements; ensure wake-up calls are scheduled.
- Handle guest complaints and log incidents in the Assistant Manager’s logbook.
- Provide operational support to Reception, Business Centre, Cashier, Concierge, and Bell Desk during peak hours.
- Respond to guest inquiries, resolve issues, and ensure guest needs are met promptly and professionally.
- Authorize financial adjustments such as allowances, rebates, late check-out charges, and complimentary offers.
- Maintain good public relations with guests and visitors.
- Promote a positive team culture through staff motivation and effective communication.
- Adhere to and enforce hotel policies, including those related to lost and found and guest property.
- Conduct credit checks and liaise with the Credit Manager as needed.
- Assume responsibility for Front Office operations in the absence of the Front Office Manager.
- Ensure clear handover communication between shifts and follow up on unresolved issues.
- Approve and manage work schedules for Front Office team members.
- Monitor and maintain appearance, conduct, and service standards among Front Office staff in collaboration with the Front Office Manager and Assistant Front Office Manager.