Duty Manager - Guest Service

Mô tả công việc

1. Primarily responsible to ensure that front office shifts are run efficiently, providing outstanding guest service via courtesy and problem resolutions. Provide leadership to the front line team by supervising professional environmental, assigning duty roster and delivering seamless assistance for all guests.
2. YOUR DAY-TO-DAY
3. People
4. Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers
5. Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues
6. Train colleagues to make sure they deliver with compliance and to the standards we expect
7. Drive a great working environment for teams to thrive - linking up departments to create sense of one team
8. Promote teamwork and quality service through daily communication and coordination with other departments
9. Recommend or initiate any HR related actions where needed
10. Assist the Front Office Manager in all aspects of the duties
11. Assist the Front Office Manager to assign rooms and revise according to operational requirement on day-to-day basis
12. Effectively schedule employees to business demands and tracks employee time and attendance
13. Ensures employees have the proper supplies and uniforms
14. Open and close Front Office shifts and ensuring completion of assigned shift checklist and other duties
15. Communicate performance expectations employees in accordance with job descriptions for each position
16. Monitor Front Oice personnel to ensure guests receive prompt, cordial attention and personal recognition
17. Monitor all front of the house area personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure Control the availability of rooms, rooms types, accuracy of room count and rate categories
18. Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
19. Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
20. Organize and conduct regular meeting for all Guest Services and front of the house staff to facilitate communications and smooth operations
21. Provide input for Guest Services Departmental Meetings and deputizes in cases of absence
22. Maintain inter-departmental relationships to ensure seamless customer service
23. Effectively schedule employees to business demands and tracks employee time and attendance
24. Financial
25. Help create the department’s annual budget and the setting of departmental goals
26. Monitor budget and control expenses with a focus on food, beverage, and labour costs….
27. Supervise same day selling procedures to maximize room revenue and property occupancy
28. Maximize occupancy, revenue and average rate while maintaining high service standards
29. Drive Room upselling on day-to-day basis with monthly tracking record
30. Assist in the preparation of weekly and monthly reporting on hotel occupancies and rates as required by FOM and Director of Finance/Business Support
31. Oversee Night Audit accuracy of audit and follow up if necessary
32. Oversee rosters on a daily basis, ensuring that budget and business levels are taken into consideration and also paying close attention to any relevant holiday considerations.
33. Ensure accuracy, control and safety of all cashiering procedures. Investigate any banking discrepancies -liaise with Accounts.
34. Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
35. Assist the Front Office Manager setting and ensuring the Guest Services achieves its financial and performance targets for both revenue and expenditure.
36. Be actively involved in ensuring that the Guest Services team understands the Resort’s financial and department objectives.
37. Monitoring and identifying areas in which to minimize rebates.
38. Drive IHG Rewards and Ambassador Enrolments to meet IHG and Resort monthly and annual targets
39. Compile, analyses and control guest relations’ costs
40. Compile statistics for Guest Services and provide reports relating to that area
41. Continually check the accuracy of room count
42. Understands night audit procedures and being able to comprehend and utilize reports as necessary
43. Assist in the preparation of efficient work schedule for Guest Services Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
44. Guest Experience
45. Maintain a high profile and presence in the Resort Lobby at all times
46. Overall responsible for ensuring the respective guest area at the lobby is clean, tidy in orderly manner at all times
47. Responsible for all aspects of resort operation affecting guest stay
48. Run and review critical information contained in room operations reports
49. Interact with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary
50. Assist in the review of comment cards and guest satisfaction results with employees
51. Monitor Guest Services personnel to ensure all guests, IHG Reward Members and InterContinental Ambassadors consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
52. Problem Resolution to 100% Guest satisfaction
53. Liaise with other departments and necessary outside contracts to ensure excellent service delivery
54. Oversee maintenance of efficient repeat guest history system
55. Promote Inter-Hotel sales and in-house facilities
56. Perform such functions as to include but not be limited to: IHG Rewards/InterContinental Ambassadors and regular guest welcome letters / Solicitation of IHG Rewards club and Ambassador Enrolments
57. Attending to special requests by guests
58. Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
59. Oversee requisitions for all front of the house amenities on a timely basis.
60. Approve upgrades and special amenities in absence of Front Office Manager
61. Overall responsible for ensuring and maintaining the entire range of services offered for front of the house areas includes all Guest Services staff, Butlers, Buggy & Bell Services, Concierge and driver team with the aim to maximum guest satisfaction
62. Familiar with system recovery procedures
63. Responsible Business
64. Assists in the investigation of employee and guest accidents
65. Fully conversant with the Crisis Response Team emergency procedures per the Crisis manual and upon advice from relevant authority that cover emergencies not limited to: Medical emergencies, loss and prevention, all incidents and reporting, fire life and safety, evacuation procedures, power outage and system downtime
66. Conducts First Aid and CPR if required to preserve life.
67. Takes action with the Property Management Systems (PMS) in emergency situation
68. Operate all department equipment as necessary and reporting malfunctions
69. Demonstrate a sound awareness of Workplace Health and Safety policies and procedures and ensure the dissemination of information to all team members
70. Provide induction and refresher training to all staff, ensuring their ability to discharge allocated Workplace Health & Safety responsibilities including: hazards within the workplaces, safe operating procedures, use and maintenance of PPE and safety equipment and emergency response procedures
71. Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures
72. Facilitate the reporting and investigation of injuries and illnesses arising from guest and workplace activities, conduct / assist in investigations to recommend and put in place corrective actions to prevent or minimize the chance of recurrence
73. Evaluate staff performance with reference to occupational health and safety responsibilities and performance standards, as outlined within job descriptions and IHG’s leadership brand competency framework.
74. Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
75. Other ad-hoc duties – unexpected moments when we have to pull together to get a task done
76. May assist with other duties as assigned by management

Quyền lợi

1. Competitive salary
2. Social Insurance as law
3. Bao Viet Health insurance for personal and family
4. 24/7 Accident Insurance

Yêu cầu ứng viên

1. Education: Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent
2. Experience: 2 years’ experience in front office / guest services operations, including supervisory experience at a hotel of similar size and complexity, or an equivalent combination of education and experience
3. Knowledge and skills
4. Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
5. Good writing skills
6. Good Interpersonal Skills
7. Proficient in the use of Microsoft Office and Front Office System
8. Problem solving and organizational abilities
9. Language: English
10. Preferred (if required): Other languages beneficial