Duty Manager

Description

Key Responsibilities:

1. Shift Supervision:
Oversee and manage the daily operations of the front desk during your assigned shifts.
Ensure the front office team is well-prepared and adequately staffed.
Handle guest inquiries, check-ins, and check-outs efficiently.

2. Guest Services:
Provide exemplary customer service to guests and handle any escalated issues or special requests.
Ensure that guest complaints or concerns are addressed promptly and satisfactorily.
Coordinate with other hotel departments to fulfill guest needs.

3. Front Desk Management:
Supervise front desk staff, including receptionists and concierge, during your shifts.
Conduct shift briefings and debriefings to ensure smooth transitions between shifts.
Maintain a professional and welcoming atmosphere at the front desk.

4. Reservations and Room Assignment:
Oversee room reservations and ensure accuracy in booking information.
Assign rooms to guests based on preferences and availability.
Collaborate with the reservations team to optimize room occupancy.

5. Financial Transactions:
Monitor and ensure the accuracy of billing and payment collection processes.
Handle cash and credit card transactions according to hotel policies.
Prepare and reconcile the cash register at the end of your shift.

6. Security and Safety:
Implement and enforce security and safety protocols, including emergency procedures.
Ensure the safety and security of guests and employees during your shift.

7. Technology and Systems:
Utilize hotel management software for check-ins, check-outs, and reservations.
Troubleshoot and resolve any technical issues related to front office systems.

8. Training and Development:
Train and mentor front desk staff to improve their skills and knowledge.
Provide ongoing coaching and feedback to team members.
Assist in scheduling and staff management as needed.

9. Communication and Reporting:
Maintain effective communication with other hotel departments, including housekeeping, maintenance, and F&B.
Prepare shift reports and communicate essential information to management.

10. Compliance:
Ensure compliance with all relevant hotel policies, procedures, and regulations.
Keep updated on local hospitality laws and regulations.

Qualifications:
Previous experience in a front office role with supervisory/ managerial responsibilities.
Strong interpersonal and communication skills.
Proficiency in hotel management software preferably IDS.
Exceptional customer service orientation.