Duty Manager

Dusit Hotels and Resorts in Davao; Mabini; On-site; PHP 420,000 - 660,000; Full time

Job summary

Dusit Hotels and Resorts in Davao seeks an experienced Duty Manager to lead front office operations and coordinate the lobby. The role requires acting as the senior management representative around the clock, ensuring staff discipline, uniform standards and guest satisfaction.

You will maintain logs, report incidents, and ensure security and emergency procedures are followed. The ideal candidate will have hotel operations experience and a proven ability to manage diverse situations with tact and

Qualifications

• Experience in hotel front office or duty manager role preferred.
• Ability to lead staff and maintain professional appearance and conduct.
• Skilled in coordinating operations across Front Desk, Group Coordinator, Operator and Business Centre.

Responsibilities

• Oversee Front Office operations and lobby coordination to ensure smooth guest flow.
• Lead on-duty staff, maintain uniform standards and ensure minimum staffing levels.
• Act as senior management representative 24/7 and handle guest issues with tact.
• Maintain duty manager logbook and report incidents to Villa Manager promptly.
• Ensure security procedures are followed and assist in emergency procedures.

Skills

Leadership

Guest service

Communication

Staff coordination

Job description

• During their duty the Duty Manager is expected to lead as an example in terms of appearance, attitude, equity & professionalism. Their main role is to ensure the proper work of the operations in the following sections: Front Desk, Group Coordinator, Operator and Business Centre.
• The AHAM will be available at the Resort 24 hours a day.

Training and Human Resources

• The Duty Manager ensures all staff on duty is at all times immaculately groomed and wears correct and complete uniform.
• Ensures all staff are present at scheduled times in the appropriate sections and that there is always the minimum standard number on staff on duty in each section.
• The Duty Manager reports quickly any discipline problem to the Villa Manager/ Assistant Villa Manager and must be fair in any staff disciplinary action required during their absence.
• The Duty Manager will ensure the full motivation of the team & create a nice atmosphere of work. This is crucial to encourage a better quality of service and minimize the turnover.

Technical Responsibilities

Representative of the Senior Management

The Duty Manager is the only representative of the Senior Management 24 hours a day. They must be for this reason very versatile and to be ready to handle some very different situations.

• The Duty Manager will be the first to be called if a guest is looking for a member of the management team. In dealing with these situations, the Duty Manager must ensure that they use tact and diplomacy to rectify quickly the situation, reaching the guest satisfaction but as well respecting the procedures and organization of the Dusti.
• The Duty Manager will be in permanent contact with the Villa Manager to report any guest comment, or problem and to ensure a good co-ordination and quick communication on both sides.
• To maintain per shift an accurate record in the Duty Manager's logbook of items and incidents which may be of concern to the management and/or which may requires further attentions.

Lobby Co-ordination

• The first assignment & main area of work of the Duty Manager is the Lobby, when the Duty Manager is not away to do a specific mission, he/she will spend all his/her time in the lobby to co-ordinate the overall lobby activity and will be dynamic in guest relationships.

Leader of the Communication

The Duty Manager is a leader in the Front Office communication and will be active in the following tasks:

• The Duty Manager will join daily the Villa Manager briefing & weekly the Front Office Meeting to bring with dynamism and initiatives all the questions, case studies & new ideas to be considered and discussed.
• The Duty Manager will be very active giving full information & updates to all the Front Office staff. During the absence of Villa Manager, the Assistant Manager will conduct by his/her own this briefing. They will encourage a good interactivity with all the Front Office staff, to listen and understand their questions and problems and to give appropriate answers and solutions in line with the Sofitel So Bangkok procedures and organization.
• To ensure that a pertinent/relevant Duty Manager logbook is maintained updated and to check the logbook from the different sections of the Front Office to ensure that clear, constant and updated communication lines are kept with all Front Office staff.
• Responsible for a detailed Duty Manager Handover by going through the activity of the day, the problems found, the follow up to do, the tasks not completed yet…

Supervision & Controls

The supervision of the Duty Manager covers a very large area and must be oriented on the following topics:

• To ensure the overall co-ordination of the Front Office Operations and to assist all sections of the Front Office department.
• Responsible to keep all Front Office Standards and Procedures on line with the Dusit Policies.
• To ensure the proper follow up of the room requests & co-ordination with housekeeping regarding the priorities in room cleaning.
• Responsible to ensure that all Financial and Audit Procedures are respected. The Duty Manager will then realize daily the appropriate controls: Bucket Checks, Cashier Closures, Registration cards and correspondence, Rebates, Paid Out… Each control will be signed. The Duty Manager will sign the official documents in the field "Duty Manager". The Duty Manager will do personally at night time all the controls established in the audit procedures, and report any irregularity to Villa Manager on the following day.
• To ensure that the close day is done correctly and that the number of "No Show", "Rooms Occupied", “Complimentary” and "House Use" are accurate. The Duty Manager will as well supervise the accuracy of the daily financial reports issued by Front Office.
• The Duty Manager will go through the correspondence of all the arrivals every night to ensure that the conditions and rates confirmed upon reservations are clearly updated and followed up on the Front Office side. To report to Villa Manager any irregularity the day after.
• The Duty Manager will ensure that the immigration registration is done fully as per procedures established.
• To keep full records of incoming and outgoing items in the Duty Manager Safe & to ensure proper follow up.
• To motivate all the staff regarding the selling and up selling program, and to make sure that the rates given are matching with the instructions received. To do the proper controls as per procedures established
• Privacy: The Duty Manager will be attentive to respect the privacy/confidentiality of the information, or guest names available. He/she will ensure not to transmit any guest name, or guest history information.
• To ensure that all Front Office areas are clear, clean & tidy at any time.

Responsibility in terms of security

• The Duty Manager will act personally with a member of Security for any Safe Opening in the resort, following the security procedures and will record any of this action on the appropriate format.
• In the event of fire, the Duty Manager has to ensure the overall co-ordination as per emergency procedure established. In the absence of Director of Rooms, Villa Manager, the Duty Manager will call right away the appropriate persons; will ensure that each staff takes control of his duties during Fire and that the guests are well informed of the security measures to be taken.
• To be in alert and