Duty Manager

Job Description & Requirements

Job Description:

• Participate in the preparation of the annual departmental operating budget.
• Monitor budget and control expenses with a focus on increasing productivity.
• Analyse financials to drive revenue, future profitability, and maximum return on investment.
• Assist in the hotel's revenue growth by leveraging on the company's systems & procedures.
• Provide mentoring, coaching and regular feedback to help manage service performance
• Ensure all team members are accurately trained and have the job-related tools and equipment required.
• Promote “one team approach” and quality service through daily communication and coordination and drive employee engagement.
• Develop programs that drive improvements in associate engagement and are aligned with the brand service behaviors.
• Develop, implement and monitor team member succession planning to ensure future bench strength for PARKROYAL COLLECTION brand.
• Establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance.
• Responsible for team training.
• Respond to guest complaints and ensure corrective action to resolve their issues / concerns.
• Carry out the special needs and requests of guests and repeat visitors.
• Advise team members of deficiencies and instruct on corrective action. Provide retraining as needed.
• Demonstrate Brand behaviors by maintaining compliance with all required brand standards, behaviors, hallmarks and license agreement mandates.
• Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• Make time to interact with guests, solicit feedback and build relationships.
• Ensure the ‘one team approach’ by assisting in all Reception tasks when required.
• Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service level Standards.
• Assist the IT shared services support in the PMS Maintenance, Configuration and Interface Management.
• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with hotel’s or owner’s policies and procedures and regulatory requirements.
• Act responsibly when dealing with hotel revenue.
• Any other duties as assigned by the Supervisor

Job Requirement:

• Diploma in Hospitality
• Minimum of 2 years in Front Office reception in a similar capacity, preferably in a 5 star class environment.
• Possess professional disposition with excellent interpersonal skills.
• Able to work on PH, weekends and rotation shift.