Duty Manager

Provide management presence by assisting colleagues in handling feedback
Provide department orientation and training of the hotel service standards, procedures and programmes
Control availability of rooms and action accordingly
Colleague management at the Front Desk including rostering, performance management, OJT training, developing, counseling, guiding, discipline, feedback, evaluate and supporting colleague at the desks
Liaison between Front Office departments and rest of hotel for effective guest experience
Lead the Front Office team to personalize the guest arrival/departure experience
Be involved in the arrival, rooming, and departure of key/VIP guests
Ensure guest arrival and departure procedures are completed as defined in the hotels’ standards and operating procedures and LQA standards
Handle guest feedbacks and determine appropriate actions to ensure its meet or exceed guests’ expectations
Presence in the Front Office and lobby area at critical guest flow time
Conduct daily briefings presenting business issues and hotel information
Co-ordinate full house activities, handle pledge relocates by sending and welcoming guest back
Ensure safety, health, security and loss control policies and procedures at the desk are in compliance
Conduct Night Audit process for the hotel
Ensure strict compliance of the Credit Card Privacy – PCI
Ensure strict compliance to the Cash Float SOP
Provide direction and leadership to the HEAT Team and if needed, call for evacuation of guests, colleagues external parties in the hotel from areas threatened by fire, flood, bomb threats or civil disturbance
Responsible to enhance skills of colleagues and team leader in various aspects of operations by constantly monitoring their performance levels
Vigilant in regard to in-house credit matters and act upon any discrepancies
Support individual team members to achieve personal & professional goals