Duty Manager

REQ13738 Duty Manager (Open)

Position Summary
In accordance with the policies, procedures and standards of Melco Resorts Leisure (PHP) Corporation, this position is responsible for providing general management support throughout the hotel; at all times monitoring customer satisfaction, security, employee activities, and physical defects with main focus on the lobby and public areas of the hotel.

Primary Responsibilities

• Takes responsibility in the absence of higher authorities in any situation requiring Management support/action.
• Monitors performance standards across the hotel, reporting issues/concerns as needed
• Models the values and behavioral standards set by Management.
• Maximizes daily room revenue by monitoring current status and rooms availability
• Adjusts rate strategies if revenue opportunity demands in the absence of the Senior Manager, Rooms,
• Achieves sell-out
• Monitors efficiency levels in the different operating departments of the hotel
• Ensures operating departments' staffing deployments are appropriate for business volume
• Monitors general efficiency levels throughout the hotel when on rounds
• Monitors wastage throughout the Hotel while on rounds
• Monitors energy consumption throughout the Hotel; ensures energy conservation without sacrificing security, comfort and quality
• Conducts site inspections for prospective customers in the absence of Sales/Marketing personnel
• Solicits information that can be turned into a business lead and endorses these to Sales/Marketing in relation to competitor hotels
• Maintains a log or record of all incidents (guests or employees), all findings (when on rounds) and all other relevant items to report in the DM Log and for endorsement to next DM on shift. Where discretion requires, reports verbally to Superior.
• Maintains a brief record of customer feedback and takes immediate remedial actions to resolve any problems brought to their attention.
• Advises any Division/Department Heads of issues pertaining to their departments/divisions if they occur while the Division/Department Head is on duty (otherwise reports it in the DM Log).
• Ensures awareness of all incidents in the Hotel that may affect the role of the Duty Manager. This would include among others, Management decisions, new directives, new rates.
• Participates actively in hotel safety and security emergency situations such as fire, major accidents, etc. Coordinates all activities with primary focus on life safety and secondly property protection.
• Conducts regular property patrols – minimum of one external and three internal during shift
• Oversees emergency access to normally off-limit areas such as stores, engineering plant, etc.
• Interacts with customers at all opportunities
• Oversees the Lobby operations of the hotel ensuring that guests are handled quickly and efficiently in all their needs.
• Creates a positive work environment for all employees
• Resolves any issues raised by any guest to ensure their needs are met and their expectations are exceeded. Ensure on-going relations and rapport are not compromised, and exceptional customer service is provided at all times
• Adheres to all Company policies and procedures
• Performs other reasonable job duties as assigned by management from time to time

Qualifications
I. Experience

• 5 years' work experience in a 5 star Hotel including 3 years in Front Desk.
• 1 – 2 years' experience in the same capacity desirable.

II. Education
Degree Holder in any field or equivalent professional training

III. Skills / Competencies

• Understanding of Hotel Property Management System (preferably Opera)
• Proficient in software packages including Word, Excel, Outlook
• Leadership skills and staff motivation,
• Good command in both written and spoken English

IV. Other Attributes

• Extrovert, proactive, responsible, alert and agile, pleasant personality, efficient and tactful
• Energetic and positive
• Consistently well-groomed
• Calm and organized
• Able to work on flexible shifts including overnight, weekends and holidays on rotation basis
• Able to work on overtime when needed