Duty Manager RAFFLES

PURPOSE OF POSITION

To assist in the forward planning of the department which includes Reception, Front Office Administration and Data Administration.

KEY ROLES & RESPONSIBILITIES

Manage and supervise all tasks of his/her staff to ensure guests receive prompt, cordial attention and personal recognition

Assist the Front Office Manager in all aspects of his/her duties

Ensure repeat guests and other VIPs receive special attention and recognition

Control room availability, room types, accuracy of room count and rate categories

Maximize occupancy, revenue & average rate while maintaining high service standards

Liaise with Housekeeping Department to ensure room image is maintained and the Room Ready on Arrival policy is adhered to

Liaise closely with the Executive Housekeeper to ensure special guest needs, amenities and other room-related requests are met

Be aware of credit policies and procedures and liaise closely with the Finance Department to ensure that credit procedures are properly carried out

Know system recovery procedures

Interpret computer reports and compile relevant statistics for front office

Approve upgrades and special amenities in absence of manager

Maintain inter-departmental relationships to ensure seamless customer service

Inspect frequently for cleanliness and orderliness of the lobby, reception and cashier s desk and, on a random basis, VIP rooms prior to arrival

Prepare efficient work and vacation schedule for Front Office Staff, taking into consideration project occupancy and forecasts and any large group movements

Maintain appropriate staff standards of conduct, dress, hygiene, uniforms, appearance

Work with the HR Manager to ensure productive departmental performance

Work with Finance in the preparation and management of the department s budget

Adhere to OH&S policies and procedures and ensure all direct reports do the same