Duty Manager

Job Description

• Review and update the logbook.
• Check equipment and work setups.
• Maintain a smart appearance, be well-groomed, and keep a friendly, cheerful disposition at all times.
• Oversee daily operations and ensure smooth workflow.
• Report regularly to supervisors or the night manager (if on shift).
• Monitor employee performance and provide coaching and necessary training.
• Handle guest complaints, take immediate action to ensure satisfaction, and inform the manager when needed.
• Implement and coordinate OSM (Operational Standards Manual) procedures in line with the company’s values and core behaviors.
• Follow emergency procedures, including fire and first aid protocols.
• Be fully aware of daily activities and have knowledge of the hotel's products and facilities.
• Ensure that the panic report is printed at least twice during the shift.
• Prepare for daily arrivals, including room allocation and handling special guest requests.
• Ensure VIP rooms are ready, communicate with housekeeping and F&B, and handle all related tasks prior to VIP arrival.
• Take responsibility for the shift, ensuring support for the reception team and resolving issues promptly.
• Perform check-in and check-out for VIP guests and Accor members during work hours.
• Lead and motivate the team to participate in hotel programs such as Circle M and Cherish to meet monthly goals.
• Monitor online guest reviews (Tripadvisor, Booking.com, etc.), investigate issues, and respond accordingly.
• Attend important meetings, such as credit and revenue meetings, when requested.
• Manage financial tasks like cashiering, foreign exchange transactions, night audits, and guest settlements upon departure.
• Provide smooth, friendly service to guests and respond promptly to requests and inquiries.
• Handle walk-in reservations and process phone reservations when the reservations department is closed.
• Issue guest room key cards and ensure effective security measures.
• Check the Paymaster daily and provide feedback to the Rooms Division Manager.
• Encourage the team to upsell rooms and breakfast daily, sharing results and feedback.
• Train new reception staff and ensure that Opera V9 is used for system training.
• Maintain a daily courtesy call sheet, sharing feedback and actions with the manager.
• Coordinate with various departments (Front Office, Housekeeping, F&B), especially with the General Manager, regarding VIP and important guests.
• Carry out any additional tasks assigned by the management during working hours.
• Perform duties in accordance with Mövenpick Hotels & Resorts’ core behaviors : Trust, Relationship, Entrepreneurship, and Drive.
• Assist other hotel departments when needed during duty hours.

Qualifications