DUTY MANAGER

Rosetta Hospitality; Varca; On-site; INR 334,800 - 558,000; Full time

Job summary

Rosetta Hospitality in Varca, Goa seeks a Front Desk Manager to oversee operations and ensure outstanding guest services. Responsibilities include managing guest relations, handling complaints, coordinating with other departments, and maintaining compliance with standards. The ideal candidate must be well-versed in property management systems and possess excellent communication skills. This role is essential for creating a positive environment for guests and team members alike.

Qualifications

• Well versed with PMS and proficient in MS Office.
• Ability to perform effectively during peak pressure times.
• Strong communication skills both orally and in writing.
• Reliable, determined, and enthusiastic team player.

Responsibilities

• Oversee front desk operations and guest safety.
• Handle guest complaints and inquiries efficiently.
• Ensure compliance with departmental standards and procedures.
• Maintain logbooks and oversee the lobby area.

Skills

PMS proficiency

Excellent communication skills

Proficiency in MS Office

Ability to upsell

Team player

Pressure management

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 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 inquiries, 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 / Disposition/Personality

• 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

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