Job Description

Duty Manager

As Duty Manager with our hotels, you are responsible for the efficient management of the front desk operations specifically arrival and departure involving the reception and cashiering in a smooth and efficient manner to ensure guest satisfaction.

Summary of Responsibilities:

• Oversee the daily Operations of the Front Desk.
• Coach, lead, guide and direct the efforts of the team of Reception Agents.
• Provide support to Front Desk manager in the daily operational duties.
• Consistently offer friendly, engaging and a service culture that contributes positively to the service provided within our brands.
• Adhere to the established financial guidelines and control all costs.
• Regularly review \xe2\x80\x9eOpen Balance\xe2\x80\x9f report and ensure that guests in-house have sufficient deposit to cover for their estimated total charges upon departure.
• Verify and imprint credit cards for authorization/completion/sale using electronic acceptance methods.
• Overlook the operational house bank.
• Perform accurate, moderately complex arithmetic functions using acceptable electronic device; including corrections and adjustments in guest folio.
• Maintain an accurate filing system.
• Liaise with Front Desk colleagues on all outstanding bills and ensure full payment of departing guests.
• Ensure that the hotel credit policies are adhered to at all times.
• Perform daily \xe2\x80\x9cbucket check report\xe2\x80\x9d against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached.
• Ensure that team members and one\xe2\x80\x99s cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault.
• Review all reservations, assign room blockings
• Constantly check reservations to ensure room availability and special blockings are handled correctly.
• Perform registration process by obtaining data from guest and by observing the established guidelines.
• Check all transactions performed by Front Desk colleagues during shift and countersign on designated space in the registration card signifying approval.
• Ensure that repeat guests are pre-registered, when necessary.
• Update and maintain guest history/profile of all guests.
• Overlook and drive ALL loyalty and guest recognition programs.
• Manage the submission of all local government requirements/information concerning hotel guests.
• Manage the strict control of room keys.
• Ensure that all rooms which are due to check-out are checked and the daily housekeeping discrepancy reports are resolved.
• Promotes and follows a safe work environment.
• Promotes and leads a service driven, results driven work environment.
• Follows departmental SOP\xe2\x80\x9fs (Standard Operating Procedures) including all safety policies.
• Promote all hotel services, offers and facilities and their operating hours.

• Passion for guest service.
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Fluency in English, and either Russian or third language mandatory
• Must have the ability to handle a multitude of tasks and Guest requests.
• Knowledge of Micros-Fidelio Property Management System an asset.
• Ability to work independently and prioritize responsibilities.
• Experience with a Hotel loyalty program an asset.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

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