Front Office Duty Manager

**GENERAL JOB SCOPE**

Reporting directly to the Front Office Manager, the Duty Manager is responsible for assisting Senior Management in the overall day to day operations of Ixora Hotel Penang whilst on duty. At all times the Duty Manager is expected to lead by example - their behavior, speech and appearance must be without fault. Their treatment of staff must be courteous and discretionary. Their guest service standards must be the benchmark that sets the levels to be attained by all hotel staff. Duty Manager will be available at the Hotel 24 hours a day.

**RESPONSIBILITIES AND MEANS**

The Duty Manager is responsible and accountable, under the direction of the Front Office Manager, for the efficient overall day to day operations Front Office Department whilst on duty. They are to maintain the highest standard of guest service and satisfaction. The Duty Manager is responsible for engendering team spirit and motivation in all staff. They must also be fair and just in any staff disciplinary action required. The Duty Manager provides day-to-day shift management support to the Revenue Manager, Front Office Department and supervision, direction and leadership to the Front Office personnel, under the guidance of the Revenue Manager, Rooms in accordance with the Hotel SOP’s, objectives, performance and quality standards established by the hotel.

**DUTIES AND RESPONSIBILITIES**

The Duty Manager is responsible and accountable for all operations in relation to the Front Office / Reception area of the Hotel whilst on duty. All computer input, manual filing procedures and statistical information relevant to Reservations, Reception must be of high quality.
- You should strive to provide the most comprehensive and accurate information, to telephone callers, guests and other staff and Departments of the Hotel.
- Ensures that you are completely aware of the complete range of services and facilities that Ixora Hotel Penang will provide to its guests and visitors.
- Ensures that the Reception area is not left unattended at any time whilst on duty.
- Ensures that you as Duty Manager have a comprehensive knowledge of Penang and what is happening within the city at all times, and to ensure that all guest inquiries are met with prompt, informative yet friendly solutions.
- Duty Managers must at all times maintain a professional, yet friendly business manner in all guest and client liaison, personally, in correspondence and on the telephone.
- Duty Managers is also to pay particular attention to the use of the Guest History feature in the OPERA front office system.
- Ensures that the pre-printed Registration Cards are checked against the Arrival List to determine that all reserved rooms have pre-registered cards.
- Being constantly aware of all rates and rate structures in place and to whom they are applicable.
- Responsible for providing support for Front Office as well as other activities relating to the effective and efficient operation of the Hotel.
- Train new hires and coaching & mentoring existing senior GSA & GSA, trainees.
- Work and communicate with Security Department for any needs or observations during the shift operations that may require support from the Security Department, and ensuring that the relevant security and safety regulations are met.
- Monitor and ensure stock levels of all Front Office supplies i.e., vouchers, folios, forms of request, printer paper are kept at the appropriate prescribed levels and minimize potential overstocking of supplies.
- Records all incidents during your shift, take action and follow-up, as necessary. To prepare any incident reports as required, and distribute incident reports to all HODs within the same day.
- Update the Front Office Team on all memos and information to enable the staff to understand clearly and correctly, including but not limited to changes in policy and procedures.
- Examine and verify and provide explanations / justification on rebates, pay outs, adjustments, and room discounts, etc. as per hotel policy.
- Check that all Front Office staff have reported to work on time, as per the Department Roster, monitoring any amendments and ensuring that staffing levels are appropriate for the shift.
- To go rounding daily and to report to related departments any issues, defects, safety issues, cleanliness issues if found for further action needed to be taken for those areas, using the Duty Manager Daily Rounding checklist.
- To work closely with account department for any due back, and float money, DM floats etc.

**Job Types**: Full-time, Permanent

**Salary**: RM2,100.00 per month

**Benefits**:

- Free parking
- Maternity leave
- Meal provided

Schedule:

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

Ability to commute/relocate:

- Perai: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Front Office: 3 years (pre