Duty Manager (Front Desk)

Position Summary

Under the general direction of the Guest Services Manager, and within the limited of established hotel policies and procedures, provides supportive functional assistance to all departments; interact with guests and members of the community.

Primary Responsibility

• Has full awareness, manages and supervises all tasks of the subordinates
• Reports directly to and communicates with the on all pertinent matters affecting guest service and hotel operations
• Provides functional assistance and direction to all departments
• Cooperates, coordinates and communicates with other hotel departments as required
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
• Responds to guest needs and resolves related problems
• Supervises and directs Front Desk TMs
• Supports and assists Front Office TMs and all departments at peak periods
• Ensures VIPs guests receive special attention
• Inspects front of house and back of house regularly in decent condition
• Manages greeting, rooming, and sending off VIP guests
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of TMs
• Provides input for Front Office meetings
• Promotes inter-hotel sales and in-house facilities
• Checks billing instructions and monitors guest credit
• Analyses and approves discounts, rebates, room rates and negative posting to ensure proper revenue record
• Takes action with the Property Management Systems (PMS) in emergency situation
• Is fully conversant with all hotel emergency procedures
• Takes full responsibility of Front Office TMs in absence of Executive Manager - Hotel Services, Manager - Front Desk & Manager - Concierge & Front Services
• Performs assigned duties and special projects assigned
• Assumes other duties assigned by Management as required

Requirements

• Knowledge of hotel facilities and services
• Diploma holder in hospitality management or related disciplines
• Minimum 3 years' relevant experience in managerial level of Front Office in the hotel industry
• Initiative, organized and detail-oriented
• Excellent communication, interpersonal and supervisory skills
• Good command of both written and spoken English, Cantonese and Mandarin
• Knowledge of another foreign language other than the ones mentioned above is an advantage