Front Office Duty Manager

AccorHotel

Key Deliverables and Responsibilities

Planning & Organizing:

• Review and update the logbook.
• Be smart, well-groomed and maintain a friendly and cheerful disposition at all times.
• Report regularly on happenings to FDM, Operations Manager and GM.
• Maintain associate relations.
• Resolve complaints Handle the disputes.
• Ensure services are up to the required standard.
• Smooth check in/check out procedures for the hotel and the residents comments.
• Hotel tour as per Checklist.
• Coordinating purchasing for the front office departments with the finance team as per the hotel procedures.
• Plan and coordinate all move in and move out activity with and relevant departments.
• Adhere to and monitor departmental operating expenses as per departmental budget and forecast.
• Review and monitor departmental work schedules, oversee that departmental payroll is in line with budgets.

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 ALL 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 (TripAdvisor, 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 Trust You 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 FDM 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.
• Coordination 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 coordination with the Front Desk Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinate proper actions with other departments, informs the Front Desk Manager, Operations Manager and General Manager.
• Other duties as assigned.
• Perform duties in a manner that respects Accor's Values.
• 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.

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc).
• Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.