Overview of duties
A Duty Manager, you will works closely with Guests to greet, converse, and assist with enquiries, especially when VIP Guests, long-stay Guests, and others are in the hotel lobby. A Duty Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Occupy the hotel lobby and other public areas, particularly at busy times
Engage Guests in conversation and provide general assistance
Manage, record, and resolve promptly all Guest complaints
Meet and greet VIP Guests and major corporate clients upon arrival
Coordinate the services and special facilities provided to long-stay Guests
Understand all credit procedures and ensure they are applied
Stay current with all hotel products, services, policies and emergency procedures
Monitor Guest satisfaction reports and implement actions to improve results
Handle, record and follow through with management issues or emergencies that arise
Conduct any Health and Safety procedures, if required, including fire walks, food safety investigations, etc
Main responsibilities
Customer relations
to bring your previous supervisory and management experience to our Front Office Department to ensure a high quality, consistent and personalized experience for all our guests and patrons of the Hotel, and coordination with all other departments of the hotel thereby contributing to and supporting the reputation of our hotel. In charge of Planning and monitoring VIP&039;s guest stay
Professional techniques / Production
Represents the hotel in a positive manner on and off duty.
Makes reports to General Manager and to the Head Office.
Checks the City Ledger and PM Accounts with the financial controller.
Ensures that the statitics data concerning the daily operations of the Front Office are correctly recorded
To communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation•In charge to handle guest complain and ensure that approriate action has been actionned
Making sure that Duty log is duely filled and communicate to all departments
Sets up the norms and procedures of department according to the specificattions of the hotel; ensure that these norms and procedure adre followed through.
Consolidates the policies of the department and ensures their application.
Transmits his/her knowledge to the staff to improve their performance and corrects them if necessary.
Prepares all the necessary documents for the day to day operation and assigns the tasks to subordinates.
Handles and solves special requests and complains.
Checks so that tasks are accomplished accurately by the staff.
Supervises the work of subordinates.
Delegates tasks to his subordinates to prepare them for bigger responsibility.
Controls and ensures the follow up of the reservation system.
Checks operational documents like Front Oxxffice logbook, a rrival and departure lists.
Assign rooms for the following day
Presents in the lobby during the busy period like check-in and checkout.
Authorizes room changes, rebates.
Participates in the periodical meeting with all managers.
Inspects all equipment continously and keep the well amintained to ensure proper funtioning.
Builds teamwork and staff morale in the department.
Prepares the schedule of the staff.
Guides/coaches/motivates staff to provide a high level of service to the resort guest.
Attends all the assigned training programs.
Helps to minimize wastage, neglect, breakage and mishandling of equipments and supplies.
Takes f ull responsibility of tasks that has been assigned to him/her.
Controls the hygience and cleanliness of work are, equipent and material.
Controls and applies strickly all safety and hygiene policy regulation and procedure of the hotel.
Constantly controls adherence to the grooming standards of Pullman Danang Beach Resort, also within other departments.
Conducts herself/ himself in a respectable way so as to provide a role model for junior staff.
Performs other duties as maybe assigned.
Team management and cross-departmental responsibilities
Is responsible to control Front Office operations in regards of accounting procedures and guest service procedures.
Is responsible to be present around the resort to make sure that all connectors witout senior maangement are performing their duty and are compliant with Pullman Brand standard
Is responisble to prepare VIP arrivals and maintain relation with In house VIPs
Commercial / Sales
• Promotes the hotel&039;s range of services in order to increase sales.
• Applies and actively supports the hotel&039;s pricing policy in order to increase REVPAR.
• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest&039;s needs.
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy. Advises guests on potential trips to other Accor hotels.
• Conducts visits of the hotel and points of sale. Gives feedback to the Sales department.
Management and administration
• Daily reports on hotel daily activity / Guest complain
• Security/Confidentiality: Handle highly confidential finacial, employee, corporate data, legal and tax information on daily basic.
Hygiene / Personal safety / Environment
• Enviroment: Indoor, office enviroment. Standard hotel business hours must be maintained. Additional hours necessary to provide support for special funtions that require the assistance of a Duty Manager Professional working enviroment.
