Duty Manager

Job Description

PURPOSE OF POSITION

To assist in the forward planning of the department which includes Reception, Front Office Administration and Data Administration.

KEY ROLES & RESPONSIBILITIES

· Manage and supervise all tasks of his/her staff to ensure guests receive prompt, cordial attention and personal recognition

· Assist the Front Office Manager in all aspects of his/her duties

· Ensure repeat guests and other VIPs receive special attention and recognition

· Control room availability, room types, accuracy of room count and rate categories

· Maximize occupancy, revenue & average rate while maintaining high service standards

· Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to

· Liaise closely with the Executive Housekeeper to ensure special guest needs, amenities and other room-related requests are met

· Be aware of credit policies and procedures and liaise closely with the Finance Department to ensure that credit procedures are properly carried out

· Know system recovery procedures

· Interpret computer reports and compile relevant statistics for front office

· Approve upgrades and special amenities in absence of manager

· Maintain inter-departmental relationships to ensure seamless customer service

· Inspect frequently for cleanliness and orderliness of the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival

· Prepare efficient work and vacation schedule for Front Office Staff, taking into consideration project occupancy and forecasts and any large group movements

· Maintain appropriate staff standards of conduct, dress, hygiene, uniforms, appearance

· Work with the HR Manager to ensure productive departmental performance

· Work with Finance in the preparation and management of the department’s budget

· Adhere to OH&S policies and procedures and ensure all direct reports do the same

Qualifications

PERSONAL ATTRIBUTES

· Good organisational skills

· Good level of engagement with residents

· Ability to manage a multi-cultural workforce

· Excellent leadership & communication skills

· Display high levels of integrity, dedication and support for continuous improvement

· Flexible management style to meet the challenges of a changing work environment

· Good knowledge of the entire Front Office Operations

· Must be a self-starter, coach & mentor who can motivate the Team to perform their best

· Knowledge of Opera Property Management System preferred

QUALIFICATIONS

· Degree from School for Tourism & Hotel Management

EXPERIENCE

· Minimum 3 - 5 years’ relevant experience with at least 2 year at a supervisory level