Duty Manager (Night Shift)

The Duty Manager will be responsible in overseeing daily operations, ensuring exceptional customer service, and maintaining a safe and efficient work environment. Responsible for managing and supervising a team of employees, handling customer inquiries and concerns, and collaborating with other departments to ensure the smooth functioning of the hotel operations. This role will be on a permanent night shift.

KEY RESPONSIBILITIES:
Front Office Operations

• Supervise, direct, and motivate the Front Office team to maintain high performance and up-to-date knowledge of hotel products and services.
• Proficient in check-in, check-out and understands overall billing procedures.
• Understands booking & cancellation policies.
• Able to handle guests complains & provide service recovery.
• Accurate understanding of the night audit procedure regarding with hotel PMS system.
• Communicate effectively with colleagues to ensure consistent awareness of hotel promo, ongoing events and operational updates.
• Implement and execute emergency response protocols according to standard operating procedures to safeguard guests and staff.
• Manage crisis situations promptly and effectively to minimize impact on guest safety and hotel operations.

Administrative & General

• Handles and keeps the record of incoming official letters in file, and report to the Front Office Manager with the information.
• Request for purchasing pantry supplies and stationaries.
• Maintains front office work stations & cleanliness.
• Manages Smart Mart & vending machines.
• Take on ad-hoc office or other projects when assigned.
• Participate in Front Office committees and task force assignment.

QUALIFICATIONS & REQUIREMENTS

• This position requires working on a permanent night shift.
• Minimum Degree in Hotel Management or other related fields
• Preferred working experience in a Front Office function preferably in a hospitality or service industry
• Positive working attitude with willingness to learn
• Able to work in 3 rotating shifts & to cover Reservations department when needed
• Comfortable working in a fast-paced environment
• Excellent interpersonal and communication skills to interact well across all levels of staff
• Meticulous, organized and strong multitasking