Duty Manager
Main duties:
Administration
Go through the incident log and ensure necessary follow-ups and problem resolutions are in place.
Screen the arrival for VIPs and ensure that rooms are allocated and amenities assigned as per the VIP level.
Greet VIP upon arrival and departure.
Answer and send emails following Sofitel email etiquettes.
Prepare fact points for daily briefings and share them with the team during briefing time.
Assign employees to different jobs whenever it is considered necessary.
Update and follow up the guest incident log.
Coordinate with the security department for any guest incident in the hotel.
Be aware of all meetings and events in the hotel.
Assist the assistant/front office manager in all administrative work.
Financial and revenue responsibilities
Maximise the hotel revenue through upselling of rooms and promoting food and beverage outlets.
Ensure that all guests provide deposit/guarantee upon arrival and during the stay.
Minimise rebates and loss of revenue.
Check and sign the GSO audit and ensure all supporting documents are attached.
Training and human resources
Maximise the potential of ambassadors through training programs. Identify training based on departmental needs.
Work closely with staff and provide on-the-job training.
Create a positive and relaxed working environment and develop teamwork.
Take action to eliminate potential problems and unhealthy practices.
Ensure wherever possible that employees are provided with a workplace free of discrimination, harassment, and victimisation.
Treat complaints of harassment and discrimination promptly and confidentially.
Treat customers and colleagues from all cultural groups with respect and sensitivity.
Identify and deal with issues which may cause cross-cultural conflict or misunderstanding.
Guest service responsibilities
Greet the VIP guests of the hotel. As directed by the front office manager, perform special services for VIP guests.
Assist in VIP arrivals and departures in the absence of guest relation officers.
Check cleanliness of lobby and public areas, lighting, as well as front office staff in proper and orderly appearance and behaviour.
Check registration cards of arriving guests and ensure all information is filled on each card either by guest relation officers or the guests.
Give instructions to the night reception, during high occupancy periods, regarding walk-in guests and release rooms blocked because of no-shows.
Assist in handling room lock problems.
Prepare and check for VIP arrivals and escort guests to rooms.
Coordinate with all departments concerned to maintain hotel functions properly.
Operate the front office computer system to assist front office attendants.
Check group department, fit, and ensure the switchboard makes appropriate wake-up calls.
Handle guest complaints and other related problems and report in the guest incident log book.
Assist reception, business centre, cashier, concierge, and bell captain during busy times.
Answer guests' inquiries, handle complaints, and attend to the needs of the guests.
Approve and sign for allowances, rebates, etc., as required by the front office cashier.
Authorise charges to be made for late departures and/or compliments on them.
Promote and maintain good public relations.
Motivate and maintain good staff relations.
Maintain and be guided by hotel policy on credit/lost and found hotel guests' properties.
Be responsible for front office operation during the absence of the front office manager (HO).
Discuss all matters that need to be followed up with the next shift reception manager.
Conduct and ensure the neat appearance of front office attendants as well as correct attitude and behaviour; discuss problems that are encountered on this point with front office manager, assistant front office manager, and their shift leaders.
Maintenance and equipment
Know how to operate all equipment and train staff in safe and proper handling.
Keep the engineering department informed of checking and repairing malfunctioning machinery.
Assist in the schedule of preventive maintenance programs.
Miscellaneous
Ensure that all employees provide friendly, courteous, and professional service at all times.
Assist in the training of employees ensuring that they have the necessary skills to perform their duties with maximum efficiency and in the most productive manner.
Be flexible and carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
Attend training sessions and meetings as required.
Conduct and/or contribute to regular departmental communication meetings.
Provide updated information to management and other departments.
Assess situations and be able to react accordingly through analysis and perspective.
Be available in front of guests and colleagues, and serve as an example for other employees.
Ensure that all employees are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation, and company/hotel policies and procedures.
General duties:
Health and safety
Ensure that all potential and real hazards are reported immediately and rectified.
Be fully conversant with all departmental fire, emergency, and bomb procedures.
Ensure that all emergency procedures are rehearsed, implemented, and enforced to provide for the security and safety of guests and employees.
Ensure the safety of persons and property within the premises by fairly applying hotel regulations and strict adherence to existing laws and statutes.
Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to themselves or others.
Use safe manual handling techniques and practise safe work habits following Accor health, safety, and environment policies; maintain procedures to minimise impact on the environment and prevent pollution.
Confidentiality
Ensure confidentiality and secure storage of all intellectual property and databases, both hard copy and electronic.
Adhere to Accor internet and email policy.
Ensure hotel, customer, and staff information or transactions are kept confidential during and after employment with the company.
Additional knowledge
Be fully conversant with:
- Hotel fire procedures
- Hotel security procedures
- Hotel health and safety policy and procedures
- Hotel facilities and attractions
- Hotel standards of operation and departmental procedures
- Sofitel keys of luxury and appearance guidelines
- Sofitel “BE Magnifique” vision and its corresponding strategies
- Methods of accepted payment of the company
- Short and long term company marketing promotions