Duty Manager

Rosetta Hospitality; Goa; On-site; INR 350,000 - 550,000; Full time

Job summary

Rosetta Hospitality in Goa, India, invites a seasoned Front Desk Manager to lead the complete front desk operations and guest safety, ensuring smooth shift runs and exceptional guest service at all times.

The role requires coordination with reservations and travel desk for group check-ins, handling guest feedback, maintaining the departmental logbook, and serving as Manager on Duty at night, including preparedness for emergencies and VIP guest handling.

Qualifications

• Proficiency with PMS and ability to work under pressure.
• Computer literate with MS Office.
• Excellent communication and telephonic skills.
• Team player with a proactive attitude.
• Ability to upsell and make recommendations.

Responsibilities

• Oversee front desk operations and guest safety.
• Ensure shifts run efficiently with outstanding guest service.
• Coordinate with reservations and travel desk for group check-ins and transportation.
• Maintain logbooks and night audit processes.
• Represent management as Manager on Duty at night.
• Handle emergencies and guest feedback promptly.

Skills

PMS knowledge

Under pressure performance

MS Office proficiency

Communication skills

Team player

Upselling skills

Reliability and self-motivation

Tools

MS Office

Job description

General Responsibilities:

• Oversee the complete front desk operations and safety of guests.
• Ensures the shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all times.
• Ensures compliance with the departmental BRISOP.

SPECIFIC RESPONSIBILITIES:

• Consistently treats all guests and colleagues in a polite, helpful and courteous manner.
• Have an in-depth knowledge of the product and competitors.
• Greets all guests of the resort. Performs special services for VIP Guests.
• Assists in VIP’s arrival and departure experience at the Front Desk.
• Checks on registration cards of arriving guests and ensures all information is filled on each card by guests.
• Handles guest complaints and other related problems and reports in the log book.
• Answers guests inquires, handles complaints and attends to the needs of the guests.
• Aware of all arrivals and departures of Rosetta Club Members, FIT, groups and especially VIP guests and special attention guests.
• Coordinate with reservations, regarding group check-in, cancellation, and reservation on hold, etc.
• Daily check for any late arrivals and pending departures and coordinate with guests accordingly.
• Ensure all credit adjustments and rebates are correctly accounted for and recorded.
• Ensure all master folios are checked before the end of shift.
• Ensure night audit systems are administrated efficiently and correctly according to resorts procedure and policy.
• Ensure room keys are checked and secure.
• Maintain the departmental logbook.
• Maintain and control the use of left luggage room to ensure complete accuracy.
• Ensures guests luggage, letters and messages are delivered and collected as required.
• Oversees the lobby area, and report defects i.e. cleanliness, furniture, flower/plants, etc.
• Represent the management especially during night time as the Manager on Duty.
• Is trained to handle emergencies like fire, bomb threat, and flood, etc.
• Coordinate with the travel desk to ensure the transportation bookings are handled correctly.
• Check front office staff grooming daily.
• Maintains manning productivity, ensuring smooth operations based on forecasted occupancy.
• Identifies staff training requirements and service improvement areas.
• Creates a positive & highly motivated environment that promotes & develops teamwork.
• Responsible for achieving a score of 90% in RENARD audit for front office and club Rosetta operations and take necessary action for the shortcomings for standard compliance if any.
• Promptly and actively obtains feedback from guests and inform relevant departments the actions taken to rectify the feedback to ensure guest’s satisfaction.

JOB SPECIFICATION

Knowledge & Skills

• Well versed with PMS
• Ability to perform effectively when there are pressure peaks
• Computer literate/Proficient in MS office
• Determined and enthusiastic
• Excellent communication and telephonic skills
• Team player
• Ability to upsell, and recommend wherever possible
• Reliable and self-motivated

Disposition/Personality

• We expect all our associates to work in harmony and cohesion with other departments as well as your colleagues from other group companies.

The organization shall reserve the right to depute your services between departments and between group companies. The Human Resource's team shall at all points be sensitive towards your aspirations and endeavor to manage your skills and aptitude in accordance to them.