Duty Manager

Job description

Job Summary:

o To assist the Asst. Front Office Manager (AFOM) in handling Front Office Operations smoothly in attaining the "Total Guest Satisfaction" goal.

o To implement the Front Office Policies and Procedures, increase average room rate (ARR), Room revenue and occupancy.

o The said position is also responsible for finding solutions to complaints, respond to emergency situations and to ensure efficient and courteous service to guest at all times.

Responsibilities:

• Ensures that all Front Office employees are following the Policies and Procedures set by the Company

• Ensures the highest levels of guest satisfaction by providing excellent customer service to guests.

• Assists FOM in handling training, reviewing and updating the department's policies and procedures, coordinating office activities and other administrative tasks, planning and manage meetings or briefings.

• Coordinates with Security team in maintaining safety of premises, guests and personnel regarding the following:

a. Respond to fire and safety alarm calls

b. Take preventive actions on potential security hazards

c. Coordinate with Security regarding different emergency scenarios according to ETM Emergency manual

d. Respond to bomb threat

• Handles and maintains DM fund and cash advance that needs to be replenished on the next working day

• Deals with conflict situations and responding to customer complaints in an effective and courteous manner, providing solutions as quickly as possible.

• Prepares the DMs events log to be submitted to the Management, ensuring that the information collected is accurate and verified. Makes investigation if needed

• Motivates all Guest Service Agents to increase the hotel revenue through Upselling and converting inquiries to Walk in reservation

• Strictly monitors High Balance of all in house guests and responsible in collecting payment to guests

• Monitors room discrepancy report provided by the Housekeeping Department

• Assists Guest Service Agents in check-in and check-out.

• Assists Reservations and Front Desk in handling room reservation requests

• Oversees telephone operators in handling internal and external calls

• Greets and personally assists the hotels VIP guests

• Motivates employees to maintain a positive work atmosphere

• Conducts Night Audit by monitoring financial procedures, room rate changes and rate variance report

• Ensures Manager's Report is completed.

• Coordinates with Finance Department on all cashiering functions and credit procedures concerning Front Office

• To have full knowledge of Emergency and Fire procedures and that all Front Office staff are full trained

• Prepares weekly schedule of the department to be approved by FOM

• To perform other tasks and duties that may be assigned from time to time

• To direct and co-ordinate the overall activities of the Security Department. To guarantee the safety of all the guests, employees and hotel property. Implement and enforces safety regulations and house rules

• Hotel safety, security and emergency response implementation

• VIP security and events plan and supervise its execution

• Conforms to policies & procedures and rules & regulations as laid down by hotel management in order to achieve the highest levels of uniformity and guest service.

• Delegates to and supervise all staff within the department. Directs and controls all subordinate to ensure that all operational matters are handled on time.

• To report to Security Managers all crime incidents and emergency matters in the hotel during night shift.

• Performs special duties as required or designated by the Security Manager in relation with emergency response and security protocol.

Schedule:

• 6 days per week and shifting schedule (shifting)

Compensation

• Basic Pay + Performance Incentives entitlement upon the date of hire
• Duty Meal
• Uniform
• Company Leave Benefits (15VL/15SL) - pro rated and earning upon date of hire
• Others to be discussed

Minimum Requirement

• Candidate must possess at a Bachelor's/College Degree in Hospitality/Tourism/Hotel Management or equivalent.
• At least 2 - 4 Year(s) of working experience as Duty Manager / Front Office Supervisor in a Hotel setting
• Required Skill(s): Excellent Customer Service, Cashiering, PMS

Job Types: Full-time, Permanent

Salary: Php25, Ph40,000.00 per month

Benefits:

• Additional leave
• Free parking
• Health insurance
• Life insurance
• Promotion to permanent employee
• Staff meals provided

Job Type: Full-time

Pay: Php25, Php40,000.00 per month

Job Type: Full-time

Pay: Php25, Php40,000.00 per month

Benefits:

• Free parking
• Health insurance
• Promotion to permanent employee
• Staff meals provided

Education:

• Bachelor's (Preferred)

Experience:

• 2 related: 2 years (Required)

Work Location: In person