DUTY MANAGER

TITLE : Duty Manager

DEPARTMENT : Front Office

REPORTS TO : Assistant Front Office Manager

________________________________________________________________________

General Responsibilities:

➢ Oversee the complete front desk operations and safety of guests.

➢ Ensures the shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all times.

➢ Ensures compliance with the departmental BRISOP.

SPECIFIC RESPONSIBILITIES:

➢ Consistently treats all guests and colleagues in a polite, helpful and courteous manner.

➢ Have an in-depth knowledge of the product and competitors. ➢ Greets all guests of the resort. Performs special services for VIP Guests. ➢ Assists in VIP’s arrival and departure experience at the Front Desk. ➢ Checks on registration cards of arriving guests and ensures all information is filled on each card by guests. ➢ Handles guest complaints and other related problems and reports in the log book. ➢ Answers guests inquires, handles complaints and attends to the needs of the guests.

➢ Aware of all arrivals and departures of Rosetta Club Members, FIT, groups and especially VIP guests and special attention guests.

➢ Coordinate with reservations, regarding group check-in, cancellation, and reservation on hold, etc.

➢ Daily check for any late arrivals and pending departures and coordinate with guests accordingly.

➢ Ensure all credit adjustments and rebates are correctly accounted for and recorded.

➢ Ensure all master folios are checked before the end of shift.

➢ Ensure night audit systems are administrated efficiently and correctly according to resorts procedure and policy.

➢ Ensure room keys are checked and secure.

➢ Maintain the departmental logbook.

➢ Maintain and control the use of left luggage room to ensure complete accuracy.

➢ Ensures guests luggage, letters and messages are delivered and collected as required.

➢ Oversees the lobby area, and report defects i.e. cleanliness, furniture, flower/plants, etc.

➢ Represent the management especially during night time as the Manager on Duty.

➢ Is trained to handle emergencies like fire, bomb threat, and flood, etc.

➢ Coordinate with the travel desk to ensure the transportation bookings are handled correctly.

➢ Check front office staff grooming daily.

➢ Maintains manning productivity, ensuring smooth operations based on forecasted occupancy.

➢ Identifies staff training requirements and service improvement areas.

➢ Creates a positive & highly motivated environment that promotes & develops teamwork.

➢ Responsible for achieving a score of 90% in RENARD audit for front office and club Rosetta operations and take necessary action for the shortcomings for standard compliance if any.

➢ Promptly and actively obtains feedback from guests and inform relevant departments the actions taken to rectify the feedback to ensure guest’s satisfaction.

JOB SPECIFICATION

Knowledge & Skills

Disposition/Personality

Well versed with PMS

Ability to perform effectively when there are pressure peaks

Computer literate/Proficient in MS office

Determined and enthusiastic

Excellent communication and telephonic skills

Team player

Ability to upsell, and recommend wherever possible

Reliable and self-motivated

We expect all our associates to work in harmony and cohesion with other departments as well as your colleagues from other group companies.

The organization shall reserve the right to depute your services between departments and between group companies. The Human Resource's team shall at all points be sensitive towards your aspirations and endeavor to manage your skills and aptitude in accordance to them.