Duty Manager

The Hongkong and Shanghai Hotels; Makati; On-site; PHP 80,000 - 120,000; Full time

Job summary

The Peninsula Manila is seeking an experienced Front Office leader to oversee day-to-day operations of the Front Office department and supervise hotel operations across guest services, safety, and security. The ideal candidate is a highly personable, proactive thinker with strong guest interaction skills and a track record in five-star settings.

Responsibilities include managing arrivals and departures, VIP groups, and cross-department collaboration.

Qualifications

• 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 under pressure
• Willing to work long hours/holidays/special occasions with flexible schedule
• Highly personable, loves guest interaction and guest-centric service

Responsibilities

• Establish and manage the Front Office department’s day-to-day operations including arrivals, departures, groups and VIPs
• Analyze and summarize reports and communicate strategy or actions to Front Office leadership
• Demonstrate excellent customer service in handling guest requirements, ensuring professional and efficient service
• Communicate guest requirements and follow up to ensure efficient execution; implement guest recognition programs
• Respond quickly to resolve conflicts or emergencies and troubleshoot as needed
• Lead employees by being a role model, providing guidance, counseling and motivation

Skills

Front Office management

Guest interaction

Customer service

Leadership

Problem solving

Job description

Overview of the role

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

The Peninsula Manila

Located in Makati City's bustling business district, The Peninsula Manila has epitomised luxury and sophistication in the Philippines for over 40 years. Known as the 'Jewel in the Capital’s Crown,' it offers elegant rooms, renowned Filipino hospitality, and a stunning lobby. The hotel features award-winning dining, a top-rated bar, a fitness center, and a retail arcade. Recognised as "The Best Business Hotel in Manila" by readers of Business Traveller Asia-Pacific, “The Best Premium Hotel in the Philippines” by Trip.com. It also holds a spot in the Michelin Guide 2024.