Duty Manager Crowne Plaza Hotels & Resorts

Your day-to-day

• Promote inter-hotel sales and in-house facilities.
• Follow up with the credit department for all guest rooms account high balances and responsible for the over credit limit report.
• Clear out with the night auditor any discrepancies before the night run and ensure it s being done smoothly and in appropriate time, ensure room charges and taxes are posted on timely manner in coordination with the night auditor and front desk supervisor-in charge.
• Randomly check vacant rooms and reports any discrepancies to finance.
• Provide mentoring, coaching, supervision, disciplines and regular feedback to help manage conflict and improve Front Office team performance.
• Support and assist Front Office team at peak hours.
• Greet, escort and room VIP arrivals.
• Ensure all sections are attending as per their schedule and on time.
• Attend the daily briefing, and have inputs, so the team will be aware of what happening in the hotel.
• Understand and respond to guest s needs and ensure a high level of guest satisfaction.
• Report and communicate with the Front Office Manager all incidents affecting the guest experience and the hotel operations.
• Ensure VIPs and Priority Club guests are recognized.
• Ensure Limousine vehicles are up to standard before departing hotel by making a random check.
• Attend, maintain, investigate and log all guest complaints and ensure it ends to guest satisfaction.
• Make at least two courtesy calls per shift and update guest profile.
• Perform room s inspection as requested by the management to ensure it s ready for accommodating guests.
• Motivating and encouraging the Front Office Team to increase the Hotel Metrics (Guest Love, Loyalty enrolments, GSI, Quality Audit etc.)
• Meeting dissatisfied guests during their stay/upon check-out and to turn their stay to memorable stay, ensuring that they will rate us 10/10..
• Fully aware with all hotel emergency procedures, hotel Warden System, Crisis Response Team and emergency contacts.
• Log and prepare detailed reports for fire alarms and other incidents in the hotel.
• Follow the standard chain of reporting of any incidents according IHG standard.
• Familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
• Log security incidents and accidents in accordance to hotel requirements.

What we need from you

• Bachelor degree.
• At least five years experience in a 4/5 stars hotel as Front Desk operation.
• At least two years supervisory experience .
• Must speak fluent English .