Job Purpose/Mission
Responsible for assisting the Front Office Manager in leading and managing all sections of the Front Office Department in order to ensure the highest standards by ensuring that Team Members are prepared and well-informed to deliver to Guests an exceptional experience from check-in through check-out. The Duty Manager is also responsible for managing the first and last impressions of our guests.
Duties & Responsibilities
- Supervise the activities and the service levels of the Front Desk, Concierge/Porters.
- Monitors the Front Office employees to make sure all guests receive prompt and personal recognition
- Promote the basic habits of smiling, greeting guests by name, and thanking guests.
- Ensure that check-in procedures are strictly adhered to and that the correct guest details and charge-out details are obtained from each guest.
- Oversee the VIP guest process including, but not limited to, reviewing VIP reservations, inspecting cleanliness/ amenities in VIP rooms and ensuring smooth check-in/check-out
- Ensure that all charges are correctly entered on the guest`s bill and that this is up to date at all times.
- Ensure that accounts are balanced daily by checking and approving all cashiering paperwork and supervising shift take-over and handover procedures.
- Co-ordinate with the Housekeeping and Reservations departments, for all arrivals at the hotel, to ensure that they are handled in an efficient and hospitable manner
- Assist in the monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures.
- Ensure that luggage is delivered to and collected from rooms speedily.
- Ensure that enquiries, messages & bookings are dealt with courteously and efficiently.
- Assist in the development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
- Review correspondence from guests and incident logs; direct staff according to information obtained.
- Resolve guest dissatisfaction by investigating, evaluating, and settling complaints; following up with guests; personally, resolving difficult situations
- Prepare and conduct briefings/meetings.
- Ensure sufficient front office supplies always
- Conduct daily pre-shifts to communicate activities and /or special information/resolve issues/train staff.
- Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
- During check-in and check-out, meet and greet guests who may be waiting, and offer immediate assistance to avoid any delays to ensure the highest standards of guest care and attention
- Ensures all records and documents are maintained as per standards laid down by the management
- Ensure that always, all staff in the department are correctly and smartly dressed as per grooming standards.
- To hold regular performance appraisals with all junior staff, identifying areas for development and training needs and ensuring that this training is affected.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
- To carry out or ensure that regular On-the-Job training is taking place to agreed standards.
- Assist in monitoring and developing team member performance to include, but not limited to, providing supervision, conducting counseling and evaluations and delivering recognition and reward
- Acts as the manager on duty in the hotel when senior managers are not available.
- To detect and take action when service or equipment is mall functioning in the department.
- To comply with the stipulated house rules
- To comply with any statutory and legal requirement for fire, licensing, health and safety.
Requirements
- Minimum 3-5 years of supervision/management experience.
- Prior FO supervision/management experience is highly desirable
- Superior customer service skills.
- Sound understanding of Hotel operations.
- Proven leadership skills.
- Excellent interpersonal and communication skills.
- Strong written communication and report-writing skills.
- Strong problem-solving, time management, and cash management skills.
