Duty Manager

Job Detail

Under the general direction of the Director of Rooms, and within the limited of established IHG and local hotel policies and procedures, provides supportive functional assistance to all departments; interact with guests and members of the community. They will also coordinate with all other departments within the hotel. This job is the Supervisory Role of Senior Duty Manager at a full-service hotel or at a regional extended-stay hotel. Report to Reception Manager. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. Oversee all Trainee and staff that are in the Front Office Department. Assists in controlling and monitoring departmental costs on an ongoing basis to ensure performance against budget. Assists in maintaining a comprehensive, current and guest-focused set of departmental standards and procedures and oversees their implementation. Prepares and administers detailed onboarding program for new staff. Provide input for probation and formal performance appraisal discussions in line with company guidelines. Regularly communicates with staff and maintains good relations. Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance. Hotel Representative - Create a positive hotel image in every interaction with internal and external customers while always adhering to hotel brand standards. Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff. Maintain a high level of product knowledge of special programs, events and current hotel information in the hotel in order to recognize and respond to guests' needs. Reports directly to and communicate with the Reception Manager on all pertinent matters affecting guest service and hotel operations. Supervises and directs reception and reservations personnel. Supports and assists front office personnel and all departments at peak periods. Cooperates, coordinates and communicates with other hotel departments as required. Reacts to situations to ensure guests receive prompt attention, personal recognition throughout the hotel and responds to guest needs and resolves related problems. Financial Aspect - Promotes inter-hotel sales and in-house facilities. Ensures frontline staffs comply with FIT marketing techniques and maximizes sales. Checks billing instructions and monitors guest credit along with analyzing/approving discounts, rebates, refunds. Crisis Management - Takes action with the Property Management Systems (PMS) in emergency situation and fully conversant with all hotel emergency procedures.