Duty Manager

This Job Description is to help you understand what is required in your place of work
It has three sections: Main duties, General and Acknowledgement.
Your position: Duty Manager
Your Place of work: Predominantly based in the Lobby. However, also active in all operating departments of the hotel both front and back of the house and at the airport, if required
What is the general purpose of job:To perform duties for the above position and assist the Department Head in the daily management of the operation, through hands on involvement, according to the hotel specifications, in order to achieve maximum standards, skill competency levels, customer satisfaction, revenue and profit.
Who do you report to: Rooms Divisions Manager 
Who are you responsible for: All shifts any employee whose next level department supervisor is absent
Night shift all employees of the hotel
Hours of work: As per department roster. Hours are flexible and extended hours may be required according to the needs of the operations

Section 1 Main duties

1. To handle guest feedback in accordance with the hotel policy, reporting all feedback in the shift log book and also informing the next level report of     critical incidents.

2. To have a sound knowledge of the local environment such as restaurants and shopping areas within the city.

3. To inspect the hotels main entrance, main lobby, guest elevators, restaurants, guest floors and public areas minimum twice per shift and hotel

    back of house areas once per shift and report the findings in the Log Book.

4. To ensure a smooth flow of traffic at the hotels Front Driveway.

 5. To handle all emergencies as laid down in the hotels emergency manual.

 6. To attend the General Managers daily operational briefing, if required.

 7. To liaise with the Instant Service Centre and Security dept. head on all areas minimum once each at start and end of shift.

 8. To have a good knowledge of all activities within the hotel food and beverage functions, restaurants and meeting rooms.

9. To control master key and in room safe decoding handling procedures ensuring maximum security.

10. To provide hands on support in any department or area, if required, to ensure total guest satisfaction, especially at the Front Desk area.

 11. To ensure all arrangements are planned, reconfirmed and then checked for any visiting dignitary or VIP, whether guest or visitor.

 12. To liaise with the Travel Desk contractor, hotel doctor, and other external party such as airport authorities, customs and airlines, as required, for           guest satisfaction.

13. To personally inform the General Manager directly of any major or critical incident, such as (but not only limited to as follows);

          a) Fire, property damage or theft involving either hotel or guest, bodily injury of any guest, fight or brawl involving guest or staff, and any other                  incident which could lead to legal implications.

           b) To report all emergency calls.

14. To work closely with the Security department during shift duties, especially concerning property rounds, undesirable guests, accidents, evacuations, threats, loss or injury reports. Ensure proactive steps to incorporate guest preferences to ensure that the guest history record is up-to-date at all times, which can drive incremental business.

15. Assist in completion of special projects and follow ups according to priorities and deadlines required.

 16. Liaise with the owning company when required.

 17. Coordinate with IHG office, other regional offices,hotels or companies as required.

 18. Maintain a broader picture of the organization, assess and recommend areas for improvement, which may not be under your direct responsibility.

 19. Work closely with Engineering, Housekeeping, Front Office and Food and Beverage department on maintenance, cleaning, public areas and in addition, blocking and amenities for guest rooms,

 20. To spot check daily the performance of all staff to determine need for action or follow-up according to the department Operations Manual standards and ensure corrective training where required.

21. To ensure full shift handover takes place at all times, together with check of log book, master keys and any irregularities are briefed.

Front Office :

22. To participate actively in any Front Office or sub department briefing.

 23. To personally welcome IC Ambassador check -in members to the hotel and ensure they are escorted to the room.

 24. To liaise with the Front Desk to enforce the credit policy of the hotel especially regarding outstanding bills for departing guests, over limit follow             ups, authorizations, allowances and advances.

 25. To liaise with all concerned departments regarding scanty baggage guests and / or cash only guests.

 26. To coordinate with the Concierge to ensure that all airport pickups or drops are handled properly.

 27. To assist the Front Office dept. in updating sections of the Departmental Operations Manual when required.

 28. To fully support the Front Office Departmental Trainers function

 29. To ensure that weekly schedules are completed in the sub section according to advance notice requirements, considering also employee requests favourably and ensuring employee productivity / multi skilling is maximized to control payroll costs.

 30. To check all administrative forms are authorized accordingly with supporting information.

 31. To assist in securing external guest accommodation should an over-booking occur and coordinate accommodation, transportation and if necessary return arrangements of turn away guests.

 32. To ensure all arrangements are checked for any group movement.

 33. To be able to use the principle features of the HOLIDEX system.

Section 2 General:

Financial

 1. To ensure that revenues and / or cost controls are maximized through proactive actions rather than reactive

     management

2. To ensure current knowledge of key hotel and department financial targets

 3. To maintain a working knowledge of key costs associated with the department

 4. To assist in the preparation of budgets and /or forecasts if required.

Customer

 5. To set an example for all staff in regard to customer recognition.

Employee Development

 6. To help identify department training needs, and recommend on job and theory Training programs for the employees to the Department Head.

 7. To personally conduct and participate in any scheduled training or development programs

 8. To assist in the building of an efficient team of junior employees by taking an active interest in their welfare, safety and development.

 9. To spot check the daily performance of all staff to determine the need for action or follow-up and ensure corrective training where required.

 10. To fully support the Departmental Trainers function

 11. To conduct Employee Performance Appraisals, if required, to review employees' past performance and particular emphasis on areas for development.

 12. To be an excellent people manager and show respect to all staff to gain their respect.

 13. To assist in the department's Orientation Programs for new employees to make sure they understand the standards, policies and procedures of the department.

 14. To inform the next level of all commendation or disciplinary actions taken.

Administration

 15. To assist in any inventory / stock taking as / when required.

 16. To ensure that all projects, departmental reports, schedules, are completed accurately and punctually.

 17. To participate in monthly staff meetings and daily follow up action briefings

 18. To assist in updating sections of the Departmental Operations Manual when required.

 19. To ensure weekly schedules are completed according to advance notice requirements, considering also employee requests favourably and ensuring employee productivity / multitasking is maximized to control payroll costs.

 20. To actively participate in ESPS, GSTS projects.

 21. To be demanding of quality focused standards and not accept those below hotel specifications.

 22. To relieve any colleagues or assume in charge role as directed by next level superior.

 23. To demonstrate full working knowledge of all duties and tasks in the place of work.

 24. To provide a friendly, courteous and professional service at all times to both internal and external customers.

 25. To be visible and demonstrate Hands On at regular intervals.

 26. To project a positive, motivated attitude and handle all tasks with diplomacy, tact, appropriate discretion and efficiency.

 27. To handle guest and employee inquiries in a courteous and efficient manner and report guest complaints or problems to next level if no                   immediate solution can be found and assure follow-up with the party concerned.

 28. To perform duties common to other management and / or supervisory level if necessary.

 29. To ensure that all safety rules, emergency procedures and fire prevention regulations are understood and strictly adhered to by employees.

 30. To interact with management and / or supervisory staff of other departments relevant to areas of responsibility and develop solid working                    relationships with them.

 31. To make recommendations to Management for modernization of equipment, production methods, presentation and improved guest satisfaction.

 32. To maintain good personal hygiene, be professionally well groomed (with name badge where applicable) so as to represent a high standard of             the hotel /company and lead by example.

 33. Ensure a culture of equal importance to back of house areas is practiced, as it is for front of house areas.

 34. To ensure you have an understanding of and adhere to the hotel's Operations Manuals / Policies and employee handbook.

 35. To ensure no actions are allowed in the department which are detrimental to the hotel operations,management, owning company or against         applicable laws.

 36. To ensure confidentiality of all information regarding guests / staff and /or the hotel operations is not disclosed to unauthorized persons at any     time.

 37. To be flexible and undertake any other reasonable duties and responsibilities as assigned, including re-deployment to alternative departments/areas if required, to meet business demands and guest service needs.