Duty Manager

Job Description

Job Title:

Duty Manager–FO

Reception/Guest Relations

è Check messages in the log and follow up when needed

è Check the status (occupancy, check-ins check-outs, stay overs and assign the room numbers accordingly)

è Check night shift duties are correctly done (checklist)

è Ensure that Housekeeping knows the status as well as about specific requests/arrival timings

è Check if all extras were posted as needed on the previous days the previous day

è Check and/or preparecurrent day’s check-out bills

è Check-in

o Call the guest when we have their contacts to learn their arrival time

o Identify when a car pulls up at the hotel door

o Call HK for luggage

o Ask for welcome drinks

o Assist the guests at reception (sit them down, asking about their journey, the purpose of visits … “small talk”)

o Take booking name to inform Housekeeping which room, take IDs for scanning and askto fill the GRC

o Show the map if the guest is interested (if not, keep it in the welcome letter and invite them to come at any time at the reception for any enquiry)

o Once everything is done + welcome drink done – take guest to the room. On the way, show the restaurant and ask if they would like a reservation

o Showthe room starting with keys, mini bar (what is complimentary and what is not), safe, massage card, AC remote, even mosquito repellent if needed. If the guests look tired, you just inform the minimum like key

o Give the Welcome Letter and wish them a nice stay

è Check-out

o Call HK to bring the luggage down and check mini bar/any valuables left in the room

o Ask about the guests stay and feedbacks

o Ask about mini bar consumption to match with HK and post accordingly

o Print the bill and explain it to the guest

o Takepayment

o Help the guest with luggage/taxi…

o “Goodbye” at the door if possible

è Assist guest with any enquiry (taxi, massage, yoga, what to do during their stay, timings of main attractions, restaurant bookings …) and offer the best options

è Check with guests that their stay is going on well and take feedbacks in consideration for improvement

è Deal with complaints (either take a decision straight away if possible, like shift room if available or check with higher management for help/advise/approval)

è Liaison with House Keeping, Maintenance, F&B and Kitchen in general (in person and by email – assistance with baggage, meal plans, maintenance issues, complaints …)

è Order stationary (letter heads, envelopes, business cards, luggage tags, booking vouchers) and medicines by creating indent in Posist and following up with the Stores – Dhanakumar

è Prepare the bi-weekly duty rosters (Villa Shanti and LA Villa)

è Assure good team spirit and communication within your department and with other departments

è Keep the Front Office clean and tidy at all times

RESERVATIONS

- Reply to all enquiries over the phone and email from individuals and Travel Agents

o Room availability, room tariffs (+ TA special rates)

o Meal rates

o Payment, cancellation, child, extra bed charges, pet policies …

- Follow up all requests and inform the team

o If it is an existing booking, it is noted in Hotelogix preference AND on the booking voucher

o If it is just an enquiry, it is still important to note it down (like big group, special discounts …), You note it in the logbook

- Make the bookings on Hotelogix for the TA or direct and fill the booking voucher

- Print the OTAs vouchers and fill the booking vouchers

- Send confirmation by EMAIL to every booking in order to have a written proof of all the details

- Follow up payments & refunds from guest/TA and receipts with Account department

o Charge Booking.com reservations

o Remind TA of payment cutoff date and follow up when not received in time by phone and mail

o Check receipt of payment with the accounts department by email and phone and follow up with them when they do not respond

o Check the status of refunds with Financial Controller by email and phone

- Link with OTA, website, PMS and CM when needed

o Booking.com – Extranet and POC

o Agoda – YCS and POC

o SimpleBooking

o Maximojo – closing rooms/edit tariffs

o Hotelogix – All admin console (as per current training)

- Take responsibilities and decisions on

o Last minute cancellations and refunds

o Last minute discounts

o Free upgrades, allowances or amenities offered

o Inform room guests about special events in our restaurants and share details

- Cross check all emails sent when your Manager is not here and correcting any mistakes at the earliest in a polite manner

STAFF TRAINING

- Induction of all new employees for Villa Shanti and LA VILLA

- Properties visit

- Software training

- Daily duties training

- Prepare Job Descriptions

- Interviews and recruitment process

- Ensure duties are done as per the duty roster and report to HR for any staff issues

- Think about improvement for the organization of the work, team and guests experience

SKILLS

· Adapt to different guests (foreigners, Indians, age …)

· Respond to requests (in person, over the phone and by email) in a friendly yet professional manner

· Prioritize and organize

· Multitask

· Being able to handle cash

· Attention to details and good memory (guests’ preferences, special requests)

· Good communication

• external and internal communication
• In person and over the phone

· Well-mannered and good presentation

· High level of English (other languages are a plus)

· Take responsibilities over decisions and staff mistakes and take actions

· Capable of assigning responsibilities and tasks to staff

· Adapt to different shifts

· Punctuality

· Availability

· Able to keep calm in stressful situation

EDUCATION QUALITICATIONS

· Not necessary a degree/diploma in Hotel Management but with relevant industry experience

· English/French certificate would be a plus

Job Types: Full-time, Permanent

Pay: ₹28,000.00 - ₹30,000.00 per month

Benefits:

• Food provided
• Health insurance
• Provident Fund

Education:

• Diploma (Preferred)

Experience:

• Front office: 5 years (Preferred)
• total work: 5 years (Preferred)

Language:

• English (Preferred)

Work Location: On the road