Duty Manager

Position Summary Statement

Direct, monitor and supervise the day-to-day activities of all sections within the Front Office and other services rendered by other operational departments of the Hotel and to ensure smooth operations and customer service satisfaction in line with the established standards and policies of the Hotel.

Primary Responsibilities

• Supervise sections in Front Office, such as reception, cashier, telephone, reservation, concierge and PARKROYAL Club services. Monitor the associates conduct and job performance and to ensure that all associates project a positive corporate image to guests.
• Ensure that guests are attended to with promptness, courtesy and efficiency and that guest complaints are handled with tact and diplomacy. Assist in checking in / out of guests.
• Assist to inspect rooms assigned to VIPs before their arrival. Meet and escort the VIPs to their rooms and ensure that the complimentary amenities are provided. Ensure that General Manager and other relevant Department Heads are informed of the VIPs.
• On commencement of shift to draw out individual master key via Key Management System at Security Check Point.
• Check on e-log book messages and followup actions. Initiate correspondence regarding enquiries, reservations, andcomplaints.
• Check housekeeping discrepancy report; report any variance and take corrective actions.
• Perform duties pertaining to security such as directing guests reporting incidents, thefts, or any offences to the Security department for assistance and handle matters concerning guest’s undesirable conduct in rooms / public areas or undesirable persons loitering around in co-ordination with the security department.
• Authorize rate and room changes, paid outs and rebates according to procedures and credit policies.
• Responsible for training of all front desk associates including planning, organizing and conducting OJT.
• Monitor room inventory closely to ensure maximum utilisation of rooms to generate higher revenue.
• Directly responsible for the evacuation of associates and guests during any emergencies eg. Fire in the absence of the Fire Safety Manager.