Senior Duty Manager

Job Purpose:

Senior Duty Manager, working alongside the Front Office Manager and team, is responsible for supervising and managing the front drive and lobby areas of bell, valet, door, call center and front desk in conjunction with all other departments of the hotel. Ensures an efficient and smooth day to day front office operations, while all hotel guests and visitors receive an optimum level of service and care.

Duties & Responsibilities:

• Welcome guests and visitors in a friendly, prompt, and professional manner.
• Supervise daily front office operations to meet guest and team expectations.
• Adheres to the practice that everyone sells, works in human resources, guest services and everyone is a lost prevention officer.
• Foster internal friendships in order to drive teamwork and achieve results.
• Follow up on any pending tasks from manager on duty reports accordingly.
• Review and block daily room assignments alongside front office manager, ensuring room readiness.
• Perform check-in and check-out procedures using Opera Cloud, and all guidelines are adhered for registration. Obtain guest information and ensure that the assigned room type and rate are correct.
• Coordinate with housekeeping and guest experience in assisting with room inspections when needed.
• Register guests, issue room keys, provide accurate information pertaining to the hotel and local area.
• Communicates room statuses with housekeeping to coordinate timely check-ins and check-outs. Informs housekeeping of early arrivals, late departures, “rush” rooms on queue, and guest stayovers.
• Assist guest experience team within room check in, VIP, hotel and room orientation escorts when needed.
• Conduct pre-shift briefings with front office team to relay all pertinent guest information and operational requirements are shared. Review daily event sheet, in-house groups, participate in daily line up, and be knowledgeable about hotel facilities, updated on activities, promotions and happenings in the hotel.
• Provide a consistent level of guest recognition and deliver of personalized services.
• Maintain thorough knowledge of room rates, room packages/promotions, room types, room availabilities and occupancy levels.
• Assist with room reservation calls for modifications, bookings, and cancellations when needed.
• Ensure that guest services call center team is properly functioning, and all devices/headsets/systems are in order. Escalate any issues with IT and front office manager.
• Be compliant with all standard operating procedures of billing.
• Review billing accurately, assist with unresolved billing matters.
• Up-sell rooms where possible to maximize hotel revenue.
• Maintain manager on duty banks during shift and follow hotel bank procedures.
• Analyze rate variance report for room revenue control and rebates.