Duty Manager/Night Manager

Job Detail

Supervise the front desk team to provide exceptional guest services. Ensure excellent customer service by addressing guest inquiries and resolving issues promptly. Supervise the check-in/check-out process, ensuring efficiency and accuracy. Managed personalized reception services for VIP guests. Assist to inspect rooms assigned to VIPs before their arrival and ensure that the complimentary amenities are provided. Meet and show VIPs to their rooms. Handle guest complaints and implement appropriate solutions. Address guest inquiries, concerns, and ensure a positive guest experience. Supervise front desk, housekeeping, and other operational staff during the assigned shift. Recruit, train, and supervise front office staff. Conduct regular performance evaluations and provide feedback. Schedule staff to ensure adequate coverage. Oversee check-in/check-out processes, reservations, and room assignments. Handle billing, invoicing, and financial transactions. Maintain cash float amount in accordance with expected occupancy. Authorize rate and room changes, paid out, cash advances, acceptance of cheques according to SOP and credit policies. Monitor room inventory to maximize utilization of rooms to generate higher revenue. Log in DM log on any incidents or complaints from guests. Monitor and maintain cleanliness and orderliness at the front desk and lobby. Conduct regular inspections of guest rooms for quality assurance. Implement and enforce hotel policies and procedures. Liaise with other departments to coordinate services and resolve issues. Maintain effective communication with guests, addressing their needs. Conduct ongoing training programs for front office staff. Keep the team informed about hotel offerings, promotions, and policies. Assist in budget planning for the front office department. Monitor expenses and revenue, ensuring financial goals are met. Maintain effective communication with other departments and shift managers. Provide detailed shift reports to upper management. Communicate with guests, ensuring their needs are met. Oversee the scheduling of staff for the assigned shift. Coordinate with other duty managers for smooth transition between shifts. On commencement of shifts to check on the handover log for messages and follow up actions. Ensure keys in custody are handed to authorized personnel. Initiate correspondence regarding enquiries, reservations and complaints. Check housekeeping discrepancy report; report any variance and take corrective actions. Monitor hotel facilities and services to ensure they meet quality standards. Conduct regular inspections of rooms and public areas for cleanliness and maintenance. Perform duties pertaining to security such as directing guests reporting incidents, thefts, or any offences to the Security department for assistance and handle matters concerning guests’ undesirable conduct in rooms/public areas or undesirable persons loitering around. Coordinate with various departments to ensure a seamless guest experience. Responsible for overseeing the evacuation of staffs and guests during fire drill /real situation in the absence of the Safety and Fire Manager.