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Alkhoory Hotels
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Duty Manager

Job Description and Requirements

JOB DESCRIPTION

 

Job Title:

DUTY MANAGER

Department:

FRONT OFFICE

Division:

 

Reports To:

ASST. FRONT OFFICE MANAGER

Subordinates:

(if applicable)

  • FRONT OFFICE SUPERVISOR/ GUEST SERVICE OFFICER
  • GUEST SERVICE AGENT / FRONT OFFICE RECEPTIONIST
  • CID CLERK/TELEPHONE OPERATOR
  • BELL CAPTAIN
  • BELLMAN/ DRIVER/ BELLBOYS

 

  1. JOB SUMMARY

 

Over-all responsible for the day-day-operations related to Front Office. Manage, direct and oversee all related-activities related to Front Office. Ensure effective communication between the Front Office and the other departments (i.e. F & B, Housekeeping, Engineering etc.). Ensure high level of customer satisfaction and efficiency of service.  Professionally handles and resolves any guest or property related issues or complaints and maximize room revenue.

 

  1. MAIN DUTIES AND RESPONSIBILITIES

 

  • Maintains a high standard of personal appearance and hygiene at all times. Reports for duty punctually wearing the correct uniform and badge at all times.
  • Conducts regular inspection of the hotel to ensure full security for customers, hotel personnel, and property by working closely with Hotel Security personnel.
  • Holds daily department briefing with the Front Office staff on the movement of the day.
  • Check all posting and settlements of the day done by reception and other outlets.
  • Check all check-ins done by the GSA if the REG cards are properly filled up, payment, voucher or company letter is collected according to their stay.
  • To act on behalf of the Night Manager during his absence.
  • Make sure all night audit reports are made and checked before the night run. All posting to be checked & verified before night run to avoid any rebates / allowances.
  • To be updated on DTCM Rules & Regulations with regards to Tourism Dirham and ensures that the guest(s) information in the Hotel System (Opera) is tallying with Tourism Dirham website at all times.
  • To ensure that all the Front Office staff responsible for updating DTCM reports are maintaining an accurate Updation at all times.
  • To reconcile all related reports with regards to Tourism Dirham on a Daily, Weekly and Monthly basis and report any issues to the FOM.
  • To maintain an open communication with the night auditor and also to sort out any discrepancies in tourism dirham reports during the night before the night run.
  • Provide all departments with summary revenue & other activities during the night by preparing and distributing written logs daily.
  • Guest transportation to be checked and managed accordingly.
  • To be constantly be aware of the apartment situation and to strive to obtain maximum occupancy.
  • Monitor GSA while dealing with the guest for any potential sell & generate high revenue.
  • Meet and greet all VIPs arrivals and escort them to rooms personally.
  • Oversees emergency operation to ensure customer safety and minimize hotel losses and liability.
  • Takes corrective action during emergency situations; files appropriate reports.
  • To record all incidents or complaints and inform the management for a quick response and maintain guest satisfaction.
  • Adheres to company policies, operational procedures, and health and safety requirements.
  • Conducts internal and cross trainings to all front office staff as per the job requirements and training plan.
  • Conducts the Annual Performance Appraisals to all front office staff.
  • Prepares and submits on-time all Monthly reports required by the Management.
  • To monitor and reply guest feedback.
  • To handle and record guest complains and report it to management.
  • To random inspect guest rooms and report defects to concerned department
  • Performed other duties and responsibilities as and when required.

 

  1. JOB ACCOUNTABILITIES

 

  • Accountable for the day-to-day Front Office Operations
  • Ensure all Front Office Staff are working in safe working environment.
  • Accountable for any cash loses in the daily operations related to Front Office.

 

  1. KEY PERFORMANCE INDICATORS (KPIs)

 

  • Minimize customer complaints by 75%.
  • Increase customer satisfaction by 80%.

 

  1. COMMUNICATION & WORKING RELATIONSHIPS

 

External          :

Internal                :

Hotel Guests

Hotel Manager

Front Office Manager

Front Office Staff

Reservation Staff

Food & Beverage Staff

Housekeeping Staff

Engineering Staff

Security Staff