Duty Manager

7 months ago

Kuala Lumpur, Malaysia Platinum Victory Facestyle Sdn. Bhd. Full time

The Duty Manager should present himself/herself as a senior representative of managers in the handling of all guest requests and complaints concerning services affecting the hotel operations.
- Assist, help and supervise the Guest Service Assistants, Cashiers, Concierge including those of Limousine Services and Valet Services.
- Ensure there is a healthy and strong communication link between the various Front Office divisions and other departments.
- Is responsible for ensuring all guests are offered a faultless and speedy check-in, with the emphasis being that all guests are pre-registered and checked-in, in their respective rooms.
- Should assist and help when groups, incentive bookings, VIPs special guests or banquet guests arrive.
- Must ensure all facilities are ready to check on details of the arrangements and liaise with Front Office Manager or Sales Manager to meet guests if necessary.
- Should assist in checking VIP and CIP (Commercially Important People) details, the accuracy of guest billings, credit policies and other visitation details.
- VIP and CIP guests - Ensures all arrangements are in order prior to their arrival.
- Welcomes and escorts them to their rooms as per the specified policy.
- Ensures that all checkout arrangements are handled smoothly and gives personal attention upon departure.
- Should aim and spot-checking a few room at random and are to be occupied on the day.
- Is responsible for maintaining a high quality standard of service offered by Bellmen and Doormen, and other guest service areas in the lobby. Should assist in these areas whenever necessary.
- Is well versed on the functions for the day and VIP movements, if any. Coordinates with Security and Concierge on manning deployment and special instructions i.e. lift movement, red carpet set up and etc.
- Reports directly to the Front Office Manager and concurrently to the General Manager regarding important information, problems, complaints and the relevant actions taken, on and on-going basis throughout the day.
- Is responsive and receptive to guest complaints, should analyze; and within the limitation set; make correct and quick decisions to ensure total guest satisfaction, whilst also protecting the hotel’s property and revenues.
- Ensures briefings and shift handovers are carried out in a professional and regular manner.
- Schedules and regularly conducts routine inspections of all areas directly pertaining to hotel operations, closely scrutinizing to ensure all minimum standards are met and exceeded.
- Prepare daily work schedule and duty roster in an efficient manner to handle peak time and prevent overstaffing during slow periods
- Assists the Safety and Security Manager in conducting investigations as and when necessary.
- Assists in guest feedback.
- Is fully responsible for all emergency cases.
- Must be thoroughly knowledgeable with the hotel’s emergency procedures.
- Ensures that all guest feedback is updated in Profile accurately and consistently.
- Shall take control over small emergency situation and exercise authority and retains confidentiality on cases at all times.
- Updates staff on room rate charges and sales & marketing programmers.
- Updates staff on rules and policies governing special promotions and that their production is tracked.
- Ensures that room rates, which have been updated by reservations, are followed.
- Is responsible to ensure all departments maintain appropriate standards of conduct, dress code, hygiene, uniform, appearance and posture according to the minimum standards set.
- Ensures superior grooming for Front of the house associates.
- Responsible for ensuring all guest areas and public areas are maintained to maximum cleanliness and tidiness, and liaise with Engineering or Housekeeping on all arising matters regarding repairs, cleanliness or refreshing.
- Should at all times act as eyes and ears of Management, immediately relaying information and details.
- Authorizes paid-out, rebates, cash advances, and cheque acceptance as per the established procedures.
- Authorizes billing requests and grants credit arrangements in line with the hotels laid down policies.
- Co-ordinates all necessary action to be taken to ensure maximum possible great satisfaction within the prescribed procedures of the hotel.
- Supervise the management of inventory availability and blocking to ensure that each guest is accommodated according to their requirements, investigating any room discrepancies.
- Actively promote and drive hotel upselling programs, ensuring that all associates are fully conversant in upselling standards and procedures.
- Maintain cash float and accurately handle monies at all times
- Daily reviews of accounts AR follow up; skip accounts and high balance and updates FOM on all pending issues concerned per shift.
- Deputize for Front Office Manager in his/ her absence and attend meetings as requested.
- Maintain daily e-log and conduct informative handover to next shift ensuring tha

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