Duty Manager

The Peninsula Hotels; Makati; On-site; PHP 1,000,000 - 2,000,000; Full time

Job summary

The Peninsula Hotels in Makati is seeking an experienced and personable Front Office leader responsible for the day-to-day operations of the Front Office department while overseeing the general hotel operations, including guest services and safety protocols. The ideal candidate will be a proactive, quick-thinking professional with strong guest interaction skills and a calm demeanor under pressure.

Responsibilities include managing arrivals and departures, VIPs, reporting, and collaboration with

Qualifications

• Experience in a five-star hospitality establishment.
• Ability to remain calm under pressure.
• Willing to work long hours with flexible schedule.
• Strong guest service mindset.

Responsibilities

• Oversee day-to-day operations of the Front Office department, including arrivals, departures, groups and VIPs.
• Analyze reports and communicate strategy with Front Office leadership and other department heads.
• Deliver exceptional customer service and handle guest requirements professionally.
• Coordinate guest arrival/departure services, billing, and guest recognition programs.
• Anticipate and resolve guest issues and emergencies with a proactive approach.
• Lead and motivate team members by example, providing guidance and coaching.

Skills

Front Office Leadership

Guest Relations

Problem solving

Flexibility

Calm under pressure

Job description

Overview

Seeking an experienced and personable hospitality professional who will be responsible for the day-to-day operations of the Front Office department while overseeing the general hotel operations of the hotel ranging from basic guest services to emergency, safety and security protocols. A committed, highly passionate and well-rounded individual who is well-versed, has strong guest interaction skills and quick & logical thinker, while maintaining a proactive and anticipatory mindset.

Key Accountabilities

• Establish and manage the Front Office department’s day-to-day operations which include arrivals, departures, groups and meeting of VIPs.
• Analyze and summarize Managers’ and related reports and communicate proposed strategy or action to the Front Office Manager, Assistant Director of Rooms and EAM-Rooms. Works closely with fellow Department Heads of other divisions and departments for its successful implementation.
• Demonstrate excellent customer service skills in handling guest requirement and concerns regarding accommodation, arrival and departure service, billing, etc. in a professional and efficient manner.
• Communicate guest’s requirements regarding accommodation, arrival and departure service, guest request, billing, etc. and follow up to ensure efficient execution. Implement local and corporate-wide guest recognition program.
• Quick on his toes, flexible and logical. Most of all, possesses the "can do" and will power to troubleshoot situations and respond quickly to resolve any conflict or emergencies.
• Lead employees by being a role model, providing guidance, counseling and motivation.

General Requirements

• With experience in a five-star hospitality establishment, preferably in the same role or similar capacity (Front Office or Guest Relations)
• Quick thinker, quick on his/her feet, logical and maintains composure and calm under pressure
• Highly committed, passionate and driven
• Willing to work long hours/holidays/special occasions with flexible schedule
• Highly personable, loves guest interaction, guest-centric