Hotel Duty Manager: Guest Experience & Ops

Melco Resorts & Entertainment Limited; Manila; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Melco Resorts Manila City of Dreams Manila is seeking a Duty Manager to provide general hotel management support, oversee lobby and public areas, and ensure guest satisfaction. The role requires working with different departments, maintaining incident logs, and coordinating safety procedures on shift.

The ideal candidate has 5 years in a 5-star hotel, including 3 years at Front Desk, plus strong leadership and English communication skills.

Qualifications

• 5 years’ work experience in a 5 star hotel including 3 years in Front Desk.
• 1–2 years’ experience in the same capacity desirable.
• Degree holder in any field or equivalent professional training.
• Strong leadership and English communication skills.

Responsibilities

• Takes responsibility in the absence of higher authorities in any situation requiring management support/action.
• Monitors performance standards across the hotel, reporting issues/concerns as needed.
• Models the values and behavioral standards set by Management.
• Maximizes daily room revenue by monitoring current status and rooms availability.
• Adjusts rate strategies if revenue opportunity demands in the absence of the Senior Manager, Rooms.
• Achieves sell-out.
• Monitors efficiency levels in the different operating departments of the hotel.
• Ensures operating departments’ staffing deployments are appropriate for business volume.
• Monitors general efficiency levels throughout the hotel when on rounds.
• Monitors wastage throughout the Hotel while on rounds.
• Monitors energy consumption throughout the Hotel; ensures energy conservation without sacrificing security, comfort and quality.
• Conducts site inspections for prospective customers in the absence of Sales/Marketing personnel.
• Solicits information that can be turned into a business lead and endorses these to Sales/Marketing in relation to competitor hotels.
• Maintains a log or record of all incidents (guests or employees), all findings (when on rounds) and all other relevant items to report in the DM Log and for endorsement to next DM on shift.
• Maintains a brief record of customer feedback and takes immediate remedial actions to resolve any problems brought to their attention.
• Advises any Division/Department Heads of issues pertaining to their departments/divisions if they occur while the Division/Department Head is on duty (otherwise reports it in the DM Log).
• Ensures awareness of all incidents in the Hotel that may affect the role of the Duty Manager.
• Participates actively in hotel safety and security emergency situations such as fire, major accidents, etc. Coordinates all activities with primary focus on life safety and secondly property protection.
• Conducts regular property patrols – minimum of one external and three internal during shift.
• Oversees emergency access to normally off-limit areas such as stores, engineering plant, etc.
• Interacts with customers at all opportunities
• Oversees the Lobby operations of the hotel ensuring that guests are handled quickly and efficiently in all their needs.
• Creates a positive work environment for all employees
• Resolves any issues raised by any guest to ensure their needs are met and their expectations are exceeded. Ensure on-going relations and rapport are not compromised, and exceptional customer service is provided at all times
• Adheres to all Company policies and procedures
• Performs other reasonable job duties as assigned by management from time to time

Skills

Front Desk

Leadership

English

Education

Degree holder

Tools

Opera PM

Job description

Melco Resorts Manila City of Dreams Manila is seeking a Duty Manager to provide general hotel management support, oversee lobby and public areas, and ensure guest satisfaction. The role requires working with different departments, maintaining incident logs, and coordinating safety procedures on shift.

The ideal candidate has 5 years in a 5-star hotel, including 3 years at Front Desk, plus strong leadership and English communication skills.