duty manager MOVENPICK

Operations:

• Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.
• Announce VIP rooms to Housekeeping and F&B departments
• Ensure VIP rooms are ready, checked and all in order prior arrival
• Attend management morning briefing if needed/requested
• Take responsibility of your shift & handle situations, ensure that reception team on shift is looked after and helped if needed
• Register and process check in for all arrivals
• Conduct daily briefing & ensure IQ standard is followed
• Perform Check in & Check Out at the reception
• Be part & lead in success of Circle M enrolment and assist to achieve the hotel target
• Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve monthly target
• Check online comments (Tripadvsior, Booking.com etc) and investigate issues then report to the manager
• Ensure guest comments are investigated and reply back to guest accordingly
• Assist in achieving TrustYou targets
• Attend guest requests and take action accordingly
• Handle guest complaints and take action immediately to ensure satisfaction is delivered
• Assist Hotel Manager on Duty when/if required
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests departure.
• Handle walk in counter reservation at all times and process call in reservation when room reservations section is closed.
• Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.
• Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Check Paymaster daily and give feedback RDM with action taken
• Encourage rooms & breakfast upselling daily to the team and share result and feedback
• Check Hotel situation, occupancy, functions, groups, MIPs
• File daily reception report and documents systematically.
• Give a proper training & induction for all new reception joiners and ensure Opera V9 is the PMS used in training
• Maintain daily courtesy call sheet and share feedback/action with the manager
• Attend Credit meeting when requested
• Attend Revenue meetings when requested.
• At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
• Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
• To effectively handle all guest complaints concerning the Front Office in co-ordination with the Rooms Division Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, informs General Manager.
• Other duties as assigned.
• Assist in Task Force Teams for new openings
• Carry out any other reasonable task (which may not be stated here) as requested.
• Attend and chair the daily briefings.