Duty Manager

1. Must be able to communicate in English writing and speaking and other languages are advantages. Good personality and charming is important to be the Assistant Manager in the way to represent himself on behalf of hotel management.
2. Graduates bachelor degree and/or diploma in hotel and restaurant management or other related field
3. Minimum of two years of experience in front office supervisor or similar position. Should be familiar with basic computer skills and previous experience in using Hotel management software- s, Telephone Switch board.

GENERAL MISSION
- Reporting directly to Resident Manger, the Duty Manager is responsible for assisting Senior Management in the overall day to day operations of Waterford Diamond Tower.
- During their duty the Duty Manager is expected to lead as an example in terms of appearance, attitude & professionalism. Their main role is to ensure the proper work of the operations in the following sections: Front Desk, Housekeeping and Engineering when Resident Manager off duty.
- The Duty Manager will extend his responsibility to the entire Front Office Operations in the absence of the Resident Manager.
TECHNICAL RESPONSIBILITIES
Representative of the Senior Management: The Duty Manager is the only representative of the Senior Management. They must be for this reason very versatile and to be ready to handle some very different situations.
- The Duty Manager will be the first to be called if a guest is looking for a member of the management team. In dealing with these situations, the Duty Manager must ensure that they use tact and diplomacy to rectify the situation, reaching the guest satisfaction but as well respecting the procedures and organization of the Waterford Diamond Tower.
- The Duty Manager will be in permanent contact with the Resident Manager to report any guest comment, or problem and to ensure a good co-ordination and quick communication on both side
- To maintain per shift an accurate record in the Duty Manager- s logbook of items and incidents management team. In dealing with these situations, the Duty Manager must ensure that they use tact and diplomacy to rectify quickly the situation, reaching the guest
- The Duty Manager will be a person who will contact to yearly guest contact, negotiate room rental, condition etc. Can show room rental for guest or agency and finish sales.
- The Duty Manager will be a person who contact yearly guest how to move guest from Waterford Diamond Tower B (9th floor BLD.) to Waterford Diamond Tower A (Main BLD.)
Lobby Co-ordination:
- The first assignment & main area of work of the Duty Manager is the Lobby, when the Duty Manager is not away to do a specific mission, he/she will spend all his/her time in the lobby to co-ordinate the overall lobby activity and will be dynamic in guest relationships.
Leader of the Communication:
The Duty Manager is a leader in the Front Office communication and will be active in the following tasks:
- Duty Manager will join daily the HOD briefing & weekly meeting for bad comment to bring with dynamism and initiatives all the questions, case studies & new ideas to be considered and discussed.
- The Duty Manager will attend daily the FO Briefing and be very active giving full information & updates to all the FO staff. The Duty Manager will conduct by his/her own this briefing. They will encourage a good interactivity with all the FO staff, to listen and understand their questions and problems and to give appropriate answers and solutions in line with the Waterford Diamond Tower procedures and organization.
- To ensure that a pertinent/relevant Duty Manager logbook is maintained updated and to check the logbook from the different sections of the FO to ensure that clear, constant and updated communication lines are kept with all FO staff.
- Responsible for a detailed Duty Manager handover by going through the activity of the day, the problems found, the follow up to do, the tasks not completed yet...
Supervision & Controls:
The supervision of the Duty Manager covers a very large area and must be oriented on the following topics:
- To ensure the overall co-ordination of the Front Office Operations and to assist all sections of the Front Office department.
- Responsible to keep all FO Standards and Procedures on line with the Waterford Diamond Tower Policies.
- To ensure the proper follow up of the room requests & co-ordination with housekeeping regarding the priorities in room cleaning.
- The Duty Manager will go through the correspondence of all the arrivals every day to ensure that the conditions and rates confirmed upon reservations are clearly updated and followed up on the Front Office side. To report to Resident Manager for any irregularity the day after.
- To motivate all the staff regarding the selling and upselling program, and to make sure that the rates given are matching with the instructions received. To do the proper controls as per procedures established
- To ensure that all Front Office areas are clear, clean & tidy at any time.
HUMAN RESOURCES RESPONSIBILITIES
- The Duty Manager ensure all staff on duty are at all times groomed and wear correct and complete uniform.
- Ensures all staff are present at scheduled times in the appropriate sections and that there is always the minimum standard number on staff on duty in each section.
- The Duty Manager reports quickly any discipline problem to the Resident Manager and must be fair in any staff disciplinary action required during their absence.
- The Duty Manager will ensure the full motivation of the team & create a nice atmosphere of work. This is crucial to encourage a better quality of service and minimize the turnover.
SPECIFIC TASKS:
The AFOM has some important specific tasks that he follows up personally:
Trainings Programmes:
- The Duty Manager assist at the different departmental trainings and conduct at least one every month.
- The Duty Manager will co-ordinate and participate at the Orientation trainings of any new staff within the Front Office department.