DUTY MANAGER
Posted on :
16-07-2022
Employer Active
1 Vacancy
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Jobs by Experience
0 - 6 years
Monthly Salary
KWD 1 - 100
Nationality
Any Nationality
Gender
N/A
Vacancy
1 Vacancy
Posted on :
16-07-2022
Job Description
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To ensure a smooth and efficient running of the hotel operation with particular focus on the front office department.
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To handle and resolve guest complaints.
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To assist the Assistant Front Office Managerin supervising the Front Office Departmentoperation and communication.
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To assist in maintaining and / or develop agreed standards consistently within the Front Office department.
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To assist in maintaining and / or develop agreed operating procedures involved in the Front Office and to ensure that front office colleagues adhere to the correct procedures as laid down in the operating manuals.
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To set a high example in regard to punctuality, appearance, performance, attitude, leadership, guest relations, observance of the house rules and interdepartmental co-operation.
- Ensures that all activities adhere to and support the Hotel Quality System.
- To maintain and achieve a high C.S.I (Customer Satisfaction Index) score for the department.
- Conduct colleagues appraisals annually and quarterly.
- Requires to set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, team work, guest and colleagues relations, observance of company’s rules and regulations, loyalty to management and inter-departmental cooperation.
- To supervise the day-to-day operation of the Guest Service Desk to ensure high standards of service and guest care at all times.
- To use discretion and tact when dealing with guest enquiries, problems or complaints in an efficient and professional manner without detriment to the Hotel and / or its reputation.
- To be constantly proactive in anticipating guest needs & requirements and to demonstrate a high & consistent level of service at all times.
- To carry out duties of Guest Service Executives, Team Leaders and Assistant Managers and Duty Manager as required.
- To motivate, lead and ensure the continuous improvement of the team to achieve the company’s vision and goals.
- To carry out and supervise regular departmental training and cross training of team members from other hotel departments.
- To meet and carry out training plan within the department as required by the group.
- To maintain the colleagues roster, vacation plan and monthly attendance summary sheet for payroll.
- Respond to guest letters, queries, complaints in a professional manner.
- To ensure Lobby Ambassadors presence at all times and to ensure that all guests are being assisted by colleagues.
- To oversee and organize guest welcome drinks and communicate approximate number of arrivals to the relevant department.
- To check arrivals lists for the following day and ensure that all departments are informed via daily ‘VIP’ lists.
- Update and maintain guest profiles and accurate guest history records, including the recording of guest information received from other hotels or departments and the guest’s preferences.
- To ensure that all relevant departments are advised of guest history requests/preferences prior to arrival.
- To liaise with the Reservations Department after receiving completed Guest Preference forms, and action them accordingly.
- To complete and file arrival checklist for all VIP arrivals and other arrivals if operation permits.
- To ensure that daily ‘Courtesy Calls’ by telephone are undertaken by Guest Service Team
- To check all VIP arrival suites (and other arrival suites) for the day and report any issues to be raised to the relevant departments.
- To ensure that orders are placed to ensure timely delivery of VIP amenities for arriving and in-house guests
- To spot-check the delivery of amenities of in-house long-staying guests.
- To ensure that welcome folders and welcome cards are prepared for all arrivals
- To assist with guests escort and ensure that every guest is escorted upon arrival to the hotel.
- To oversee the organisation of the long stay guest cocktail gathering and communicate approximate numbers of attendees to the relevant departments.
- To be visible and available to our in-house guests, making regular contact and obtaining feedback on the hotels facilities and services.
- Covering as Night Manager as and when required.
- Perform any other duties that management may reasonably require.
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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