Duty Manager

4 months ago


Dongguan Shi, China The Langham, Shenzhen Full time

Job Summary

. Provide a front line management contact for guests with escalated service requirements or items to be addressed. Monitor the hotel front-of-house operations including room’s department, restaurants, bars, banqueting, health club, etc. Provide guidance for all duty colleagues in case of any service shortfalls. Ensure appropriate staffing at all service areas; liaise with concerned departments if required. Handle dissatisfied guests to resolve complaints, take remedial actions immediately and follow up as necessary. Ensure all guest concerns are promptly logged and report to the management in the Duty Manager log. Respond to all emergency situations such as fire alarms, theft case, guest accidents etc. Every effort must be made to minimize the disturbance or cause inconvenience to the hotel guests. Ensure all incidents are properly logged in the Duty Manager log for future reference. Inspect rooms on a regular basis and report any defects to the relevant departments. Provide a management presence in the lobby and hotel back and front of house areas for colleagues. Ensure front desk service levels are maintained using coaching and training techniques aligned with the department standards and procedures. Perform all guest related personnel function as required. Handle colleague accidents or conflicts with the appropriate action. All incidents are to be properly logged in the Duty Managers log for future reference . Liaise and work closely with other departments to resolve any operational issues. Conduct floor patrols together with the Security Officer to all back-of-house areas. Any irregularities are to be reported. Authorize appropriate rebates, paid-outs, charges to house account and house use/complimentary rooms in the absence of a more senior manager. The Duty Manager must be fully aware of all hotel emergency procedures e.g. typhoon, fire alarm, power outage etc. All incidents must be properly logged in the Duty Managers log for future reference. Perform any duties assigned by the Management deemed necessary. Requirement .

Education 教育学历

Certificate / Diploma / Bachelor in Hotel Management or Human Resources Management Other related discipline

Experience 经验

Five years related working experience in hotel, at least 2 years in similar capacity.

Job Skill / Knowledge 工作技能 / 知识

Out-going personality Good communication skills Office administration experience

Computer Knowledge 电脑知识

Knowledge of MS office software Opera PMS FCS

Language Proficiency 语言能力

Good command of English and Mandarin, other languages would be an advantage
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