Duty Manager
Responsibilities:
- Ensure the smooth running of operations on a day-to-day basis in a proactive manner.
- Support and assist all Front Office operations.
- Welcome guests and visitors in a friendly, prompt, and professional manner.
- Ensure that all guests receive prompt, cordial attention and personal recognition, and resolve related problems.
- Understand and carry out duties in line with Hotel Safety and Emergency procedures.
- Foster team synergy to drive teamwork and achieve results.
- Perform check-in and check-out procedures using the property management system, adhering to the guidelines set by the hotel.
- Work closely and coordinate with other operating departments (e.g., Housekeeping, Engineering, F&B) to achieve results and guest satisfaction.
- Check all correspondence of the day’s arrivals to familiarise yourself with all arriving guests and their needs, and follow up as required.
- Control daily rooms and room type availability, and follow up with housekeeping and the revenue department on any discrepancies to maximise revenue.
- Assist the guest experience team with room checks and VIP arrivals.
- Conduct pre-shift briefings with the front office team to relay all pertinent guest information and operational requirements. Review the daily event sheet and in-house groups, and participate in the daily lineup.
- Provide a consistent level of guest recognition and delivery of personalised services.
- Maintain thorough knowledge of room rates, room packages/promotions, room types, room availabilities, and occupancy levels.
- Assist with room reservation calls for modifications, bookings, and cancellations when needed.
- Check all billing instructions and guest credit for accuracy. Follow up and resolve related issues.
- Maintain appropriate standards of conduct, uniforms, hygiene, and appearance for the front office department.
- Address guests' complaints and requests in a polite and efficient manner. Give further instructions to the relevant colleagues if needed to ensure optimal guest satisfaction.
- Maintain a record of all complaints, feedback, and requests. Follow up and inform concerned operating departments.
- Make decisions on upgrades, comps, and rebates as per stipulated hotel policies and procedures.
- Assist in department orientation and training of the hotel service standards, procedures, and programs.
- Inspect Front and Back of house areas for cleanliness, health & safety, and report any faults to the relevant departments.
- Promote in-house sales, facilities, and upselling programs to maximise revenue.
Qualifications, Knowledge, and Skills:
- Service-oriented with an eye for detail.
- Ability to work effectively and contribute to a team.
- Self-motivated, energetic, and friendly personality.
- Must always be well-presented and well-groomed.
- Excellent reading, writing, and oral proficiency in English; additional language skills are a plus to converse with international guests.
- Willing to work shifts.
- Minimum hotel background in rooms division; supervisory-level experience required.
- Strong skills in guest service, communication, organization, and problem-solving.
- Prior experience in Opera / Opera Cloud.