Duty Manager

: Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the department Management of the hotel’s Front-Office operations to achieve a reputation as a market leader in personalized and customer focused service in the industry.

Coaching and training the Front Office team to improve or maintain the high service standards Effectively oversee all guest arrivals and departures, ensuring that the room allocations and check-in / check-out processes follow set procedures and are customer centric.

Assist Front Office for check-in and check-out whenever required in effective and efficient manner. Oversee the daily movement of guest activities and be able to resolve any guest complaints to establish an amicable relationship with guests, clients and customers of the Hotel with proper follow-up.

Ensure that each service shortfall guest profile is updated in PMS with accuracy and complete guest history to enhance our Return Guest program. Oversee ad-hoc projects and task such as Upselling, Loyalty Recruitment, Guest Experience and Stocks Inventory.

Preparation of Front Office work schedules and submitting to Front Office Manager for approval on a timely manner. Prepare monthly reports for the Front Office Department and revise the key performance indicators together with the Housekeeping Department and the Reservations team. Monitor the upsell program.

Encourage and motivate the team to achieve the daily / monthly target set by Front Office Manager. To counsel any under-performing associates, if necessary. Liaise daily with the Reservations team to ensure accuracy in room allocation as well as the maximization of yield.

Work closely with Engineering to ensure that maintenance requests are followed up on and completed efficiently. Liaise with Housekeeping to ensure that room cleanliness standards are maintained. Checking of VIP rooms prior to arrivals to ensure amenities are accorded and rooms are of highest standards.