Duty Manager

Career > Property Business Group > Eskala Hotels & Resorts

Number of Vacancies - 1

The Duty Manager supports the Front Office Manager in overseeing the daily operations of the front desk and ensuring smooth guest services. This role involves supervising front office staff, maintaining a high standard of customer service, and ensuring efficient coordination with other hotel departments. The position is responsible for greeting and assisting VIP guests, handling guest inquiries and complaints, and ensuring that all front office functions — including reception, cashiering and reservations — operate effectively.

Job Description:

• • Report and follows the authority of the Front office manager.
  • Greet the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s.
  • Assist in VIP’s arrival or departure in absence of guest relation officers.
  • Check cleanliness of lobby deck and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.
  • Give the instructions to the Night Reception, during the high occupancy periods, regarding walk-in guests and release room blocked because of no-shows.
  • Assist in handling room lock problems.
  • Prepare and check for VIP’s arrival and escorts guests to rooms.
  • Co-ordinate with all departments concerned in order to maintain Front Office functions properly.
  • Operate the front office computer system in order to assist front office attendants.
  • Check group department, fit and ensure switchboard makes appropriate wake up calls.
  • Handle guest complaints and other related problems and reports to the Front office Manager.
  • Assist reception, cashier, concierge and bell captain during them are busy.
  • Answer guest’s inquiries, handles complaints and attends to the needs of the guests.
  • Approve and sign for allowances, rebates etc., as required by Front Office Cashier.
  • Authorize charges to be made for late departures and/or compliments on them.
  • Promote and maintains good public relations.
  • Motivate and maintains good staff relations.
  • Take responsibility for front office operation during the absence of Front Office Manager.
  • Conduct staff briefings.
  • Ensure the neat appearance of front office team members as well as correct attitude and behavior, discusses problems that encountered at this point with front office manager, assistant front office manager and their shift leaders. Proposes Duty roster for all Front desk staffs.

Job Requirement:

• • Degree or a higher diploma in hotel management or any other educational equivalent qualifications
  • Knowledge front office operation
  • Adequate knowledge of personalized services, principles and processes
  • Familiarity with industry’s latest trends
  • 02 Years as a FOM in three-to-four-star property or 02 years’ experience as a FOM in a 05-star hotel environment.
  • Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
  • Hands on experience with guest relationship management software
  • Proficiency in English, multilingualism will be considered an asset
  • Guest service orientation and drive
  • Excellent problem resolution skills along with outstanding communication and active listening skills
  • Open to constructive criticism and comfortable to admit mistakes