Duty Manager

Duty Manager

To ensure the smooth and efficient operation of the Front Office department and Co-ordination with various other departments in order to ensure personalized, prompt and flawless service to all guests. The position will also act a as a One Point Contact for all the in-house guests, in-case of guest requests, complaints or any other feedback.

Responsibilities

• Develops and Sustains productive customer relationships, actively seeking information to understand and address guests needs.
• Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with Front Office Manager.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.

Areas of Responsibility

• Planning Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Financials Ensures daily performance and manages revenue through revenue and yield management techniques. Focuses on generating incremental revenue through Early Check-in and Late Check-outs. Encourages the team to cross sell other hotel services like Spa, Restaurants, Travel Services. Monitors the business of competition hotels in terms of new accounts and rates.
• Process Act as the primary point of contact for all guest inquiries, requests, and complaints, ensuring issues are resolved promptly and satisfactorily. Ensure all guests receive exceptional service, maintaining high levels of guest satisfaction. Address VIP guests needs, prepare for their arrival, and follow up on special requests. Oversee daily hotel operations in the absence of senior management, coordinating with departments (housekeeping, front office, food beverage, etc.) to ensure smooth functioning. Perform routine checks across hotel facilities to ensure cleanliness, safety, and readiness. Ensure compliance with health and safety regulations, including emergency procedures and protocols. Lead, motivate, and support staff members across departments, fostering a positive work environment. Conduct shift briefings, Check Staff`s grooming, ensuring that all departments are informed of daily events, special requests, and operational priorities. Manage staffing issues on the shift, including handling absenteeism, scheduling, and reallocating resources as needed. Assist in managing cash handling and financial transactions at the front desk. Monitor and manage shift budgets and expenses, ensuring efficiency without compromising guest experience. Assist with night audits, reports, and billing issues, ensuring accuracy in record-keeping. Act as the emergency response leader in case of incidents, ensuring guest and staff safety. Respond to security issues or disturbances and liaise with law enforcement or emergency services if necessary. Ensure that staff are aware of emergency procedures and are trained to handle various situations effectively. Prepare shift reports detailing any incidents, guest feedback, and operational issues to be communicated to senior management. Coordinate with other managers to ensure seamless transitions between shifts. Provide input and recommendations for improving operational efficiency and guest satisfaction. Adherence to the Tata code of conduct, safety policies and values of the organization as defined.

Required Qualifications

• Degree in Hospitality Management

Work Experience

• At least 2 years of relevant experience at a managerial position

Languages Needed in Position

• English

Behavioural Competencies

• Process Excellence
• Result Orientation
• Collaborative Engagement
• Change Championship
• Growth Mindset
• Talent Enrichment
• Guest Centricity
• Personal Effectiveness