Duty Manager

Assists the AFOM in administering front office functions and supervising associates on a daily basis. Front office areas include Travel Desk, Telephone Operations, Guest Services and Reception. Positions, directs and works with managers and associates to carry out procedures ensuring an efficient check in and check out process. Ensures guest and associate satisfaction to maximize the financial performance of the department and deliver products and services to achieve and exceed total guest satisfaction by providing service which is iconic and maximizing organizational profitability through effective utilization of all resources. Functions in place of the Front Office Manager in his/her absence. Supervises all areas of the Front Office in the absence of the Front Office.

*Develops and Sustains productive customer relationships, 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 Front Office 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 contacts 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 Member and HWC (Handle with Care) guests, on arrival or during the stay and ensure they have a seamless experience.

*Responds to and handles guests problems and complaints.

*Maintains the log book and effectively follows up with the system to check the daily arrival list and monitor 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.

*Ensure 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 guidelines.

*Staffing and Scheduling of the shift and allocation of duties.

*Facilitates learning and development for the team.

*Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.

*Prepares department duty rosters and approves leave in consultation with the department head.

*Ensures that regular on-going communication is happening with associates to create awareness of business objectives.

*Communicates expectations, recognizes performance, and produces desired results with associates within the department.

*Assists the Front Office Manager in creating a culture of recognition by actively participating in the STARS (Special Thanks and Recognition System) program.

*Assists the department heads in reviewing audit findings - Safety/Hygiene and TPAM (Taj Positive Assurance Model) and takes corrective measures to ensure full compliance.

*Conducts the internal audit checklists as per the IHCL Safety Guidelines.

*Adheres to all departmental legal compliances and ensures that the team follows the same.

*Ensure that all the statutory requirements for in-house guests are met (C Forms etc).

*Assists the department head in identifying risks and develops HIRA (Hazard Identification and Risk Assessment).

*Assists the department head in adhering to roles and responsibilities pertaining to safety as defined by the hotel from time to time as per the PCM (Progressive Consequence Management) SOP and IMBC (Incident Management and Business Continuity).

*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 spas, restaurants, and travel services.

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

*Develop specific goals and plans to prioritize, organize, and accomplish your work.

*Assists the Front Office Manager in implementing the annual plan using the TBEM framework, linking the department s objectives and overall strategy.

• Property Management Guest Feedback System
• Cost Management
• Knowledge of Training tools, Performance Management, Sustainability, Revenue Management tools techniques
• Business Acumen
• Written Verbal Communication
• Statutory Compliances
• Safety Hygiene Practices
• Analytical Approach
• Team Building Orientation
• Interpersonal Effectiveness
• Result Orientation
• Customer Centricity
• Conflict Resolution/ Managing Crisis
• Decision Making
• Mutual Respect
• Empowerment
• Planning Prioritizing
• Attention to Details