Duty Manager

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.
- To be completely aware of the Fire and Emergency procedures of Ixora Hotel Penang, and the Front Desk’s responsibilities in an emergency.
- Ensures that at all times your personal presentation is immaculate and your clothes or uniform is in line with relevant Front Office and Hotel uniform clothing codes.
- Maintains and be aware of the importance of guest recognition.
- 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.
- Responsible for adhering to the Rules and Regulations as set down in the Staff Handbook.
- Reviews and does follow ups for matters arising in the Reception’s logbook.
- Duty Managers must work at all times in maximizing Ixora Hotel Penang’s occupancy potential, whilst protecting the Hotel's business mix.
- The 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.
- Checks the daily Arrival List, Special Arrival List for VIPs, repeat guests and FITs.
- Directs and supervises the Reception staff in guest’s registration in terms of room assignments and allocation.
- Ensures that the pre-printed Registration Cards are checked against the Arrival List to determine that all reserved rooms have pre-registered cards.
- Verifies with the Assistant Reservation Manager on the current daily reservation against the Arrival List to ensure that no reservation is left out.
- Check all Registration Cards and ensure that all repeat guests have the relevant information filled in accordingly for more efficient rooming of guests.
- To be responsible for the preparation of all the necessary materials for check-in (i.e., Registration, welcome folder, keys etc.) for VIPs, pre-registered guests and groups before their arrival.
- Inspect all rooms reserved for VIPs prior to their arrival and porch area condition
- Greet VIPs upon their arrival, escort them to their room and extend explanation on room facilities as well as hotel’s services and facilities.
- Checks through all actual arrivals for the day to ensure that all relevant information has been keyed in accordingly by the receptionist. Does follow up on guest’s billing instructions.
- Being constantly aware of all rates and rate structures in place and to whom they are applicable.
- Being constantly aware of all promotions, packages and special rates that may be applicable.
- Responsible for ensuring that every reservation contains the correct and applicable information. This will alleviate guest concerns during the check in and check out procedure.
- Responsible for providing support for Front Office as well as other activities relating to the effective and efficient operation of the Hotel.
- Be a Team Player and be able and willing to assist Departments when necessary, to ensure the smooth running of the hotel and ultimate guest satisfaction
- Train new hires and coaching & mentoring existing senior GSA & GSA, trainees.
- Schedule regular maintenance and cleaning for Front Office department
- 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.
- Follows up in daily matters in the Front Office Daily Communication Logbook and other logbooks.
- Ensures that lobby area surrounding the Front Office is clean and presentable at all times.
- Attend daily Front Office briefings and disseminates relevant information to the Front Office staff.
- Ensures that all operating equipment within the department is in good working condition and regularly maintained.
- Assume other duties assigned by the Revenue Manager, Rooms / Assistant Front Office Manager from time to time to handles all department matters in her/his absence.
- 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 overstock