Front Office Duty Manager

Supporting Property Operations and Guest Relations Needs

§  Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

§  Communicates any variations to the established norms to the appropriate department in a timely manner.

§  Sends copy of MOD report to all departments on a daily basis.

§  Strives to improve service performance.

§  Ensures compliance with all policies, standards and procedures.

§  Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing the Guest Experience

§  Intervenes in any guest/associate situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and associate well being is preserved.

§  Empowers associates to provide excellent customer service.

§  Provides immediate assistance to guests as requested.

§  Serves as a leader in displaying outstanding hospitality skills.

§  Sets a positive example for guest relations.

§  Responds to and handles guest problems and complaints.

§  Ensures associates understand customer service expectations and parameters.

§  Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.

§  Participates in the development and implementation of corrective action plans to improve guest satisfaction.

§  Records guest issues in the guest response tracking system.

Qualifications

§  Degree or Diploma in Hotel Management or other related field

§  3 years’ experience in similar position or similar role in Hospitality Industry

§  Excellent Knowledge of English Language

§  Excellent Communication Skills

§  Excellent leadership, management, and team building skills

§  Excellent knowledge of MS Office (especially Excel, Word, Outlook)

§  Knowledge of Hotel Property Management Software

Tagged as: english language, communication skills