JOB TITLE : Duty Manager

HOTEL JOB BAND :

EFFECTIVE DATE :
DIRECTLY REPORTS TO : Front Office Manager
INDIRECTLY REPORTS TO :N.A.
FUNCTION : Concierge
DEPARTMENT :Rooms Division

1. KEY RESPONSIBILITIES

Job Summary –(Role Summary)

 Manage the activities of a front desk shift ensuring that guests receive prompt, professional
attention and personal .

Essential Duties and Responsibilities –(Key Activities of the role)

 Reports directly to and communicates with the Front Office Manager on all pertinent matters
affecting guest service and hotel operations.

 Provides functional assistance and direction to all departments.

 Cooperates, coordinates and communicates with other hotel departments as required.

 Reacts to situations to ensure guests receive prompt attention and personal throughout the
hotel

 Responds to guest needs and resolves related problems

 Supervises and directs Reception and Reservations personnel.

 Supports and assists Front Office personnel and all departments at peak periods.

 Ensures VIPs and priority club guests receive special attention

 Inspects front of house and back of house regularly for cleanliness.

 Assists Guest Relations in greeting, rooming, and sending off VIP guests.

 Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.

 Provides input for Front Office meetings.

 Promotes inter-hotel sales and in-house facilities.

 Checks billing instructions and monitors guest credit

 Analyses and approves discounts and rebates.

 Analyses the rate variance report to ensure rooms revenue control

 Takes action with the Property Management Systems (PMS) in emergency situation.

 Fully conversant with all hotel emergency procedures.

 Ensures front line staff complies with FIT marketing techniques and maximize sales.

 Works with Superior and Human Resources on manpower planning and management
needs

 Works with Superior and Director of Finance in the preparation and management of the
Department’s budget.

2. REQUIRED QUALIFICATIONS
Required Skills –
 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.
 Good writing skills
 Proficient in the use of Microsoft Office and Front Office System
 Problem solving and organizational abilities

Qualifications –
 Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent

Experience –
 2 years’ experience in front office / guest services or related discipline including supervisory
experience, or an equivalent combination of education and experience.

3. ACCOUNTABILITY

Number of employees supervised –

Direct N.A.
Indirect N.A.
Annual Operating Profit/Payroll Budget –
 Department Budget

Key Metrics –
 Department Budget
 Guest Satisfaction Survey

Decision Making Responsibilities (Decision Rights) –

 Department Budget
 Matters pertaining to Front Desk operations
 Within the authority as assigned for Hotel Band 6 role

4. KEY RELATIONSHIPS

Key Internal Relationships –

 Hotel Employees

Key External Relationships –

 Interacts with guests and individuals outside the hotel including, but not limited to, current
and potential clients, owning company representatives, suppliers, competitors and other
members of the local community.

EMPLOYEE SUPERVISOR

Name : Name :
Position : Position :
Signature : Signature :

Date : Date :