Duty Manager

Job Description / Summary:

The Duty Manager is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to brand standards to achieve a friendly atmosphere of superior guest service and product quality.

Essential Job Functions:

• Serves as the Manager on duty for hotel operations in the hotel manager’s absence.

• Performs administrative and other tasks deemed necessary for the smooth operations of the hotel or as instructed by the Hotel Manager.

• Ensure the accurate completion and submission of all required reports in a timely manner maintaining proper documentation as per hotel policies.

• Addresses guests’ needs, requests, concerns, complaints and/or issues in a proactive manner ensuring a superior guest experience and fostering repeat business.

• Responding to online reviews and/or Online Partner’s Messaging Platforms in a professional and timely manner addressing guest feedback and/or inquiries ensuring guest satisfaction.

• Train, motivate, supervise, coach, develop, empower and discipline all Front Office Agents (FOAs).

• Provide constant feedback to Hotel Manager on Front Office Agents (FOAs) to enhance performance and maintain high standards of service.

• Conducts staff appraisals providing constructive feedback for improvement, development and career growth.

• Displays exemplary performance and behavior for staff to follow promoting a culture of professionalism and service excellence.

• Ensure that all staff adhere to the methods and procedures in place ensuring compliance with the Standard Operating Procedures (SOPs).

• Assist in the preparation of timekeeping and payroll documents.

• Preparation of staff roster.

• Ensure all employees maintain appropriate standards of hygiene, uniform, appearance and conduct that aligns with the hotel’s professional image.

• Assist in maintaining personnel files and records in accordance with labor laws and hotel policies.

• Ensure the property complies with all government permits and regulations in close coordination with the Hotel Manager.

• Authorize paid outs as per established procedure ensuring that proper back up documents are attached. Review and authorize all corrections and adjustments as deemed necessary.

• Ensure that all guest interactions from check-in to check-out reflect the hotel’s service standards.

• Review Daily Occupancy and Daily Night Audit Reports to ensure accuracy.

• Review Daily Cash Drop with Settlement Reports.

• Make scheduled bank deposits.

• Conducts a random daily inspection of guest rooms and coordinates with housekeeping to ensure that standards are met.

• Prepares charge invoices and/or statement of accounts for clients.

• Creates Purchase Request for hotel’s supplies and billings.

• Monitor and control inventories for merchandise items, linen and other supplies to ensure par stocks are maintained.

• Implement and control departmental procedures including lost and found, key control, security and emergency procedures, health and safety for employees and guests.

• Assist in supervising tenants, contractors, suppliers and partners to ensure operational compliance and provide constant feedback to the Hotel Manager.

• Recognizes and reinforces individual and team accomplishments.

• Adheres to all company standards, procedures and guidelines

Requirements:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
• Minimum of 2-3 years experience in a supervisory or managerial role in the hospitality industry.
• Strong leadership and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to multitask and work under pressure in a fast-paced environment.
• Proficiency in hotel management software and MS Office applications.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Willing to work onsite in Makati City.