Duty Manager

Job Description

- Allocates rooms for arriving guests according to reservation criteria; VIP arrivals, special requests, group arrivals and air crew arrivals.
- Personally meets and greets all arriving VIP guests and communicates with FOM or GM upon arrival and departure.
- Coordinates with Housekeeping to ensure the supply of vacant/clean rooms are available for immediate occupation by arriving guests.
- Ensures that all hotel information, such as special promotions, outlet menu prices and outlet operating hours is kept up-to-date and readily available to assist with guest enquiries.
- Communicates with the Outgoing Supervisor or Duty Manager at the start of the shift and ensures that all outstanding issues are followed through accordingly.
- Communicates with Incoming Supervisor or Duty Manager at the end of the shift and ensures any issues requiring immediate action are followed up.
- Assist guest enquiries for restaurant reservations, information for entertainment, tourist and local attractions. Maintains an updated supply of brochures for tours and local attractions.
- Establishes the Standard Operation Procedures for the department (update as required) and ensures compliance of Company policies and procedures contained therein.
- Initiates programs for the constant improvement of procedures and systems to streamline operations and maximize productivity and high guest satisfaction.
- On an annual basis, assists the FOM to prepare the Concierge Department expenditure budget.
- Ensures the car park, driveway, entrances, lobby and lounge areas and passenger lifts are maintained in a neat and orderly fashion.
- Maintains a high level of staff morale within the department and monitors the staff turnover ratios. Maintains a high standard of oral communication with parties at all levels, both internal and external.
- Performs other duties as may be assigned form time to time.