Duty Manager

* Works on assigned goals and prioritizes, organizes, and accomplishes the tasks along with the team.

*Assists the Front Office Manager in co-ordinating with various other departments in order to ensure personalized, prompt and flawless service to all guests.

*Ensures daily performance and manages revenue through revenue and yield management techniques.

*Focuses on generating incremental revenue through Early Check-in and Late Check-outs.

*Encourages the team to cross sell other hotel services like Spa, Restaurants, Travel Services.

*Monitors the business of competition hotels in terms of new accounts and rates.

*Maintains the Log Books and effectively follows up on the system to check the daily arrival list and monitors all VIP movement.

*Monitors adherence to all policies and procedures to reduce bad debts and rebates.

*Co-ordinates with departments like Security and Housekeeping to ensure that all the security, hygiene and aesthetic standards of the hotel are met.

*Prepares reports on Occupancy, Average rates and Reservations.

*Maintains the Guest History System and updation of all the guest profiles.

*Ensures that all the operational standards set for all the processes are followed.

*To ensure speedy and timely actions during emergency situations as per the SOP guidlines.

*Develops and Sustains productive customer relationships and actively seeking information to understand and address guests needs.

*Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with the Duty Manager.

*Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

*Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.

*Maintains regular contact with corporate and individual guests and builds strong relationships with them.

*Makes oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements.

*Meets all VIPs, Repeat Guests, Inner-circle Members, Chambers Members and HWC (Handle with Care) guests, on arrival or during the stay and ensure they have a seamless experience.

*Responds to and handles guest problems and complaints.

• Previous experience as a Duty Manager or in a similar management function in the industry is preferred.
• Experience with customer service
• Cash management and bookkeeping procedures are both important skills to have.
• Management abilities in a group
• Exceptional organizational abilities
• Strong problem-solving skills and/or experience with facilities maintenance and/or security
• Working on shifts, including weekends, is required.
• A bachelor s degree in business administration is a plus.