Duty Manager

4 weeks ago

Putrajaya, Malaysia DoubleTree by Hilton Putrajaya Lakeside Full time

A Duty Manager supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.
- A Duty Manager is responsible for assisting in the direction and administration of Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

Ensuring standards set by the department are met at all times and the highest level of customer service is maintained. Monitoring all Front of House areas to ensure all team members are performing to the correct standards and highlighting any need areas, whether in processes or training.
- Ensure DoubleTree Brand Service Standards are consistently practiced by all team members.
- To be fully conversant with the Hotel Emergency and Evacuation procedures, ensuring all Front Office personnel are competently trained in such procedures and to conduct regular emergency procedure checks as required by your Manager.
- Assist Security in case of Bomb threats, fire evacuation and gas leaks.
- Coordinating with other departments within the hotel regarding customer requirements, future bookings, sales trips and conferences as and when needed.
- Must know all Hotel products and services and actively recommend to our guests.
- To drive Hilton Honors enrolment and ensure that monthly/yearly targets are achieved.
- To be fully conversant with hotel room type and availability, assisting guests with reservation inquiries and bookings as may be required.
- All VIPs for functions to be coordinated and welcomed.
- Oversee the VIP guest process including, but not limited to, reviewing VIP reservations and ensuring smooth check-in/check-out
- Ensure regular and VIP Guests are recognized and that the Front Office department operates with a revenue mindset and promotes the hotel brand's loyalty program.
- Assist with up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
- Ensuring that all guest complaints are dealt with immediately. All complaints to be handled efficiently and professionally with complete follow-up so that guests leave and return with a good impression of the Hotel.
- All incidents to be recorded on a Guest Opportunity Action Template (GOAT) and follow-through till the issue is resolved to the guest satisfaction.
- All GOAT customers must be met upon departure by setting a trace upon check-out as a reminder to ensure customers are leaving here happy.
- To support the General Manager, Director of Operations, Front Office Manager and in Reception Manager following up guest complaint details.

**Salary**: RM3,300.00 - RM3,500.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Afternoon shift
- Day shift
- Early shift
- Evening shift
- Night shift

Supplemental pay types:

- Performance bonus

**Experience**:

- Duty Manager: 2 years (preferred)

Expected Start Date: 10/02/2023

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