Duty Manager (Hotel, SW/Front Desk)

Position Summary

Under the general direction of the Guest Services Manager, and within the limited of established hotel policies and procedures, provides supportive functional assistance to all departments; interact with guests and members of the community.   

Primary Responsibility

• Has full awareness, manages and supervises all tasks of the subordinates
• Reports directly to and communicates with the on all pertinent matters affecting guest service and hotel operations
• Provides functional assistance and direction to all departments
• Cooperates, coordinates and communicates with other hotel departments as required
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
• Responds to guest needs and resolves related problems
• Supervises and directs Front Desk TMs
• Supports and assists Front Office TMs and all departments at peak periods
• Ensures VIPs guests receive special attention
• Inspects front of house and back of house regularly in decent condition
• Manages greeting, rooming, and sending off VIP guests
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of TMs
• Provides input for Front Office meetings
• Promotes inter-hotel sales and in-house facilities
• Checks billing instructions and monitors guest credit
• Analyses and approves discounts, rebates, room rates and negative posting to ensure proper revenue record
• Takes action with the Property Management Systems (PMS) in emergency situation
• Is fully conversant with all hotel emergency procedures
• Takes full responsibility of Front Office TMs in absence of Executive Manager - Hotel Services, Manager - Front Desk & Manager - Concierge & Front Services
• Performs assigned duties and special projects assigned
• Assumes other duties assigned by Management as required

Requirements

• Knowledge of hotel facilities and services
• Diploma holder in hospitality management or related disciplines
• Minimum 3 years' relevant experience in managerial level of Front Office in the hotel industry
• Initiative, organized and detail-oriented
• Excellent communication, interpersonal and supervisory skills
• Good command of both written and spoken English, Cantonese and Mandarin
• Knowledge of another foreign language other than the ones mentioned above is an advantage