Duty Manager

Job Description

MAIN RESPONSIBILITY

Financial

• To ensure that the cashiering procedures are strictly adhered to.
• To check existing and propose to create new procedures in the department ensuring they do not hinder the service provided to the guest.

Operational

• To have a full working knowledge and capability to manage, supervise, correct and demonstrate all duties and tasks to the standard set.
• To ensure delivery of the 15-Minutes Guest Satisfaction Guarantee Service as per brand standard
• To assist the Head of Departments in efficiently managing the day to day operations according to the established concept statement providing a courteous, professional, efficient and flexible service at all times, following Accor’s Standards of Performance.
• To assign responsibilities to subordinates implementing Multi Tasking principle and to check their performance periodically.
• To strictly adhere to the established operating expenses and that all costs are controlled.
• To assist in controlling the requisitioning, storage and careful use of all operating equipment and supplies.
• To have a thorough understanding and knowledge of all Rooms related services.
• To ensure that telephone calls handled as per the policies and procedure and telephone etiquette.
• To train and guide the subordinates on the correct procedure of handling calls and message handling.
• Takes care of the arrival and departure processes for guests, ensuring they take as little time as possible.
• To assist the Food & Beverage in any event arrangement.
• To be at disposal for any emergency store requirements
• To conserve energy and insure cleanliness of the hotel surroundings at all times following the environmental charter of Accor
• Ensure that guest passport details are sent on time through the CID system.
• To check if all special rates have the appropriate authorization by competent person.
• To be conversant and fully knowledgeable of OPERA system.
• To be aware about DTCM local requirements (coordinate DTCM and Police requirements with the Assistant Government Relations Manager and the GSA CIDs) and establish good working relationship with local authorities
• To assist and be responsible of the A/Club members, Frequent Flyer program and VIP guests.
• To be familiar with the policies and procedures concerning fire, emergency evacuation, accidents, bomb threats, law and order situations.
• To be fully aware, conversant and embody Accor’s spirit, values and goals, and is responsible to integrate them in the day to day operation.
• To be fully aware and conversant of Accor’ environmental charter and is responsible to integrate them in the day to day operation.

Rooms Product

• To ensure that all daily special request rooms, Long Stay guest rooms for arrivals are blocked in advance and accordingly.
• To ensure that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed
• To work closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance.

Administration

• To assist in the revision and updating of the Departmental Operation Manuals as needed.
• To maintain the Daily Log Book placed on the system.
• To submit all guest / staff incident reports.
• To conduct daily pre-shift briefings to all staff about daily activity of the hotel, the rooms occupancy, arrival and departures, functions / event and special attention that is needed.
• To cover the duties of AHD during his “OFF” days and vacations.

Housekeeping and Engineering

• To inspect all public areas, F&B outlets and back of the house and whenever possible, take appropriate action or report to the HOD.
• To ensure that the work place is kept clean and organized, both at the front as well as the back of house and to maintain orderliness of the lobby.

• To liaise and organize with Housekeeping Department that the established cleaning schedules are strictly adhered to.

• To coordinate all Repair and Maintenance and issue repair and maintenance job orders to ensure the proper maintenance of the department.

Security

• To keep a close relation with the Police and other local authority for future security assistance.
• To coordinate with the security personnel in the hotel.

Marketing

• To implement consistent guest recognition programs and maintain a relevant guest database.
• To monitor and analyze the activities and trends of competitive other hotel rooms.
• To plan and implement effective up-selling activities to ensure maximum revenue.
• To entertain regular and potential clients.

Guest Services

• To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to AHD if no immediate solution can be found and assure follow up with guests.
• To establish a rapport with guests maintaining good customer relationship
• To personally and frequently verify that guests are receiving the best possible service.
• To spend time in the Front Office (during peak periods) to ensure that the area is managed well by the respective team and functions to the fullest expectations.
• To be demanding and critical when it comes to service standards.
• To ensure that the Front Office team projects a warm, professional and welcoming image.
• To constantly strive to please all guests that she/he may come in contact with during her/his work hours.
• To ensure through effective supervision that all services are always available and are carried out with utmost efficiency and courtesy as per the Departmental Operations Manual.

• To ensure that guest history records are accurately maintained and all recurring guests are pre-registered.

Employee Handling

• To assist in identifying training needs and plan training programs for the employees
• To assist in the building of an efficient team of employees through Multi Skilling, Multi Tasking and flexible scheduling andby taking an active interest in their welfare, safety and development.
• To maximize productivity and morale with their respective departments and consistently maintain discipline following Hotel Policies & Procedures and local legislation.
• To ensure that all employees report for duty punctually wearing the correct uniform and name badge at all times.
• To ensure that all employees maintain a high standard of personal appearance and hygiene at all times.
• To ensure that all employees provide a courteous and professional service at all times
• To assist in the training of the employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency.
• To supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the Department’ Operations Manual.

General

• To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• To report for duty punctually wearing the correct uniform and name tag at all times as per the grooming standards.
• To maintain a high standard of personal appearance and hygiene at all times.
• To maintain a good rapport and working relationship with staff in the Place of Work and all other departments.
• To provide a courteous and professional service at all times.
• To attend all meetings as required by Management.
• To project at all times a positive and motivated attitude and exercise self control.
• To attend and contribute to all staff meetings Departmental and Hotel trainings.

EXECUTIVE DUTIES:

• To respond to any changes in the Rooms Division function as dictated by the industry, company or hotel.
• To carry out any other reasonable duties and responsibilities as assigned by the Management

Qualifications

Education & Professional Experience:

Minimum 2 years previous Front Office Supervisory experience

Knowledge of Opera & Microsoft Office

Bachelor’s Degree in Hospitality Management or a related field is preferred

Skills & Competencies:

Guest oriented, service minded and attention to quality

Excellent written and verbal interpersonal and communication skills

Proven capacity to work cohesively and effectively as an integral part of the team

Dynamic

Good presentation

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.