Duty Manager

Roles and responsibilities

• Oversee the daily Operations of the Front Desk.
• Coach, lead, guide and direct the efforts of the team of Reception Agents.
• Provide support to Front Desk Manager in the daily operational duties.
• Consistently offer friendly, engaging and a service culture that contributes positively to the service provided within our brands.
• Adhere to the established financial guidelines and control all costs.
• Regularly review “Open Balance‟ report and ensure that guests in-house have sufficient deposit to cover for their estimated total charges upon departure.
• Verify and imprint credit cards for authorization/completion/sale using electronic acceptance methods.
• Overlook the operational house bank.
• Perform accurate, moderately complex arithmetic functions using acceptable electronic device; including corrections and adjustments in guest folio.
• Maintain an accurate filing system.
• Liaise with Front Desk heartists on all outstanding bills and ensure full payment of departing guests.
• Ensure that the hotel credit policies are adhered to at all times.
• Perform daily “bucket check report” against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached.
• Ensure that team members and one’s cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault.
• Review all reservations, assign room blockings
• Constantly check reservations to ensure room availability and special blockings are handled correctly.
• Perform registration process by obtaining data from guest and by observing the established guidelines.
• Check all transactions performed by Front Desk heartists during shift and countersign on designated space in the registration card signifying approval.
• Ensure that repeat guests are pre-registered, when necessary.
• Update and maintain guest history/profile of all guests.
• Overlook and drive ALL loyalty and guest recognition programs.
• Manage the submission of all local government requirements/information concerning hotel guests.
• Manage the strict control of room keys.
• Ensure that all rooms which are due to check-out are checked and the daily housekeeping discrepancy reports are resolved.
• Promotes and follows a safe work environment.
• Promotes and leads a service driven, results driven work environment.
• Follows departmental SOP’s (Standard Operating Procedures) including all safety policies.
• If required, oversee the daily Operations of the Kids Club.
• Promote all hotel services, offers and facilities and their operating hours.
• Adhere to Hotel’s Hygiene and HACCP standards and ensure it’s Standard Operating Procedures and Requirements are fully met
  

Qualifications

• Passion for guest service.
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Degree or Diploma in Hospitality Management is an asset.
• Fluency in English, secondary language preferred.
• Minimum of 1 year previous proven supervisory position or equivalent.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Knowledge of opera or opera cloud Property Management System an asset.
• Strong guest service orientation and training skills background required.
• Ability to work independently and prioritize responsibilities.
• Experience with a Hotel loyalty program an asset.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

Desired candidate profile

1. Operations Management

• Oversee Daily Operations: Supervise all departments (e.g., front desk, housekeeping, food and beverage, maintenance) to ensure that the property is operating efficiently.
• Monitor Guest Services: Ensure that guests are satisfied with their stay, addressing any concerns or issues promptly.
• Ensure Service Standards: Maintain high standards of service quality, cleanliness, and guest experience, ensuring that staff meet operational procedures and hotel policies.

2. Guest Relations and Satisfaction

• Guest Interaction: Interact with guests to ensure their comfort and satisfaction during their stay, addressing complaints or requests in a friendly and professional manner.
• Resolve Guest Issues: Handle guest complaints or difficult situations and ensure they are resolved to the guest's satisfaction in a timely manner.
• Personalized Service: Ensure that VIP or special guests are provided with personalized services to enhance their experience.

3. Staff Supervision and Leadership

• Team Coordination: Oversee the work of staff on duty, ensuring they are performing tasks as expected. This includes managing the front desk, housekeeping, maintenance, and other teams.
• Staff Motivation: Provide leadership and support to staff, motivating them to maintain high service standards throughout their shift.
• Staff Scheduling: Assist in managing staff schedules to ensure proper coverage, especially during busy periods, and monitor staff attendance.
• Training and Development: Offer on-the-job training and coaching to new or existing staff members, ensuring that they understand policies and procedures.

4. Health and Safety Compliance

• Safety Protocols: Ensure that the property complies with all health, safety, and fire regulations, including overseeing emergency procedures and conducting safety checks.
• Emergency Management: Be prepared to manage and respond to emergencies (e.g., medical emergencies, fire alarms, natural disasters) by following company procedures and maintaining calm and order.
• Regular Inspections: Conduct routine checks on facilities, including guest rooms, public areas, and kitchen, to ensure cleanliness, safety, and compliance with regulatory standards.

5. Financial Management and Reporting

• Monitor Financial Transactions: Oversee the processing of guest payments, refunds, or adjustments and ensure financial transactions are accurate and secure.
• Budget Monitoring: Assist in monitoring department budgets and costs to ensure the establishment runs efficiently without overspending.
• Cash Handling: Supervise cash handling procedures and ensure the safe and accurate handling of financial transactions.

6. Crisis and Conflict Management

• Problem Solving: Act quickly and effectively to address any operational problems, guest concerns, or staff conflicts during their shift.
• De-escalation: Handle difficult guest interactions, resolving conflicts in a calm and professional manner to ensure customer satisfaction and maintain a positive atmosphere.
• Decision-Making: Make decisions under pressure, often acting as the decision-maker when senior managers or directors are not on-site.

7. Communication and Coordination

• Internal Communication: Ensure effective communication between departments, ensuring that staff is informed of any special requests, changes in schedules, or other important details.
• Shift Handover: At the end of a shift, provide a detailed handover report to the next Duty Manager or senior staff member, outlining any issues or developments that require attention.
• Management Liaison: Act as a point of contact for management, providing feedback and reporting any issues or improvements that need attention.

8. Event Coordination

• Event Support: In hotels or resorts, the Duty Manager may assist with events, conferences, or group bookings, ensuring that everything runs smoothly and that the guests’ needs are met.
• Special Requests: Handle special requests from clients, including room arrangements, transportation, or other personalized services.