Duty Manager

About the role

Manage the daily operations of the Guest Service Department, ensuring efficient handling of hotel arrivals and departures while maintaining high levels of customer satisfaction.

Responsibilities

• Ensure staff attend on time to duty, meal times, and daily operations of the Guest Service Department.
• Oversee efficient handling of daily arrivals and departures to achieve high customer satisfaction.
• Ensure rooms are ready to standard for guest occupancy.
• Maintain accurate daily updates of guest profiles in the hotel’s Property Management System (PMS).
• Manage daily record-keeping of occupancy and bed tax with utmost accuracy.
• Attend daily operational meetings.
• Motivate and manage all staff within the Guest Service Department to maximize output.
• Ensure quality service delivery by the Guest Service department and the hotel overall.
• Coordinate departmental development plans with management, supervisors, and other department heads.
• Review daily shift briefing sheets from supervisors to ensure effective supervision.
• Update supervisors on available rooms for upselling and maintain accurate records.
• Ensure all arrivals and departures are attended by Guest Service personnel at both the jetty and reception.
• Coordinate with Housekeeping to confirm clean room availability for check-ins.
• Address guest inquiries, requests, complaints, and compliments, escalating outcomes to the General Manager or Operations Manager as needed.
• Develop and implement training plans in consultation with the Guest Service Manager based on departmental needs.
• Attend to emergencies involving unsatisfied customers and perform guest satisfaction recovery.
• Monitor Guest Service personnel to ensure guests receive warm attention and personal recognition.
• Maintain effective communication with other departments, particularly Housekeeping and Food & Beverage.
• Demonstrate a high degree of professionalism and integrity as a member of management.

Requirements

• Proven experience in Guest Service Operations.
• Full understanding of organizational operations to meet objectives.
• Knowledge of data analysis and reporting.
• Excellent organizational and leadership skills.
• Outstanding communication and interpersonal abilities.
• Diligent and firm with high ethical standards.

Qualifications

• BSc/BA in Business Administration or relevant field; MSc/MA in Human Resources is a plus.

Additional Information

• Core values: Serve with Humility | Radiate Optimism | Rely on Our Family.