Duty Manager

Job Description

MAIN DUTIES:

Administration

• Go through the Incident Log and ensure necessary follow ups and problem resolutions are in place
• Screen the arrival for VIPs and ensure that rooms are allocated and amenities assign as per the VIP level
• Meet and great VIP upon arrival and departure
• Answer and send emails following Sofitel email etiquettes  
• Prepare fact points for daily briefings and share it with the team during the briefing time 
• Assign employees to different job whenever it is considered necessary.
• Update and follow up the Guest incident log
• Coordinate with security department for any guest incident in the hotel
• Be aware of all meeting and events in the hotel
• Assisting Assistant / Front office manager in all administrative work

Financial and Revenue Responsibilities

• Maximising the hotel revenue through up selling of rooms and promoting Food and beverage outlets
• Ensuring that all guests provide deposit / guarantee upon arrival and during the stay
• Minimizing the rebates and lost of revenue
• Checking and signing the GSO audit and ensuring all supporting documents are attached

Training and Human Resources

• Maximize the potential of ambassadors by through training programs. Identify training based on departmental needs.
• Work closely with the staff and do on job training.
• Create a positive and relaxed working environment and develop team work.
• Take action to eliminate potential problems and unhealthy practices.
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Guest Service Responsibilities

• Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s.
• Assists in VIP’s arrival departure in absence of guest relation officers.
• Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour.
• Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.
• Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows
• Assists in handling room lock problems.
• Prepares and checks for VIP’s arrival and escorts guests to rooms.
• Co-ordinates with all departments concerned in order to maintain hotel functions properly.
• Operates the front office computer system in order to assist front office attendants.
• Checks group department, fit and ensure switchboard makes appropriate wake up calls.
• Handles guest complaints and other related problems and reports on the the Guest Incident log book.
• Assists reception, business centre, cashier, concierge and bell captain during the busy time.
• Answers guests inquires, handles complaints and attend to the needs of the guests.
• Approves and sign for allowances, rebates etc., as required by Front Office Cashier.
• Authorizes charges to be made for late departures and/or compliments on them.
• Promotes and maintains good public relations.
• Motivates and maintains good staff relations.
• Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
• To responsible for front office operation during the absence of Front Office Manager (HO).
• To discuss all matters that needed to follow up with the next shift Reception Manager.
• Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.

Maintenance and Equipment

• Know how to operate all of the equipment and trains staff in safe and proper handling.
• Keep informing engineering department of checking and repairing malfunction machinery
• Assist in the schedule of preventive maintenance program.

Miscellaneous

• To ensure that all employees provide a friendly, courteous and professional service at all times.

• To assist in the training of employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner
• To be flexible and to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs

• To attend trainings and meetings as and when required.
• To conduct and/or contribute to regular Departmental Communication Meetings.
• To provide updated information to the Management and other departments.
• To assess situations and to be able to react accordingly through analysis and perspective.

• To be available in front of the guests and colleagues, and to serve as an example for other employees.
• To ensure that all employees are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation, and company / hotel policies and procedures.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified 
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
• Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.

Confidentiality

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy

• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 

To be fully conversant with:

• Hotel fire procedures
• Hotel security procedures
• Hotel Health and Safety policy and procedures
• Hotel Facilities and attractions
• Hotel standards of operation and departmental procedures
• Sofitel Keys of Luxury and Appearance guidelines
• Sofitel “BE Magnifique” vision and its corresponding strategies
• Methods of accepted payment of the company
• Short and long term company marketing promotions