Job Title

Front Office Duty Manager

Department

Front Office

Reports to

Front Office Manager (FOM)

Role Summary

As Front Office Duty Manager, you oversee Front Office operations in the absence of the Front Office Manager. This includes supporting the Front Desk, Concierge, At Your Service, and Guest Relations teams. You also act as the property Manager on Duty, ensuring high standards of hospitality and service, representing property management when resolving guest or property-related situations. In the absence of the Guest Relations Manager (GRM), you serve as Guest Relations Manager and track service issues.

Key Responsibilities

Supporting property operations and guest relations

• Maintain strong working relationships with all departments to support daily operations and goals, and to help resolve issues arising from property operations.
• Communicate any variations to established norms to the relevant department in a timely manner.
• Send the MOD report to all departments daily.
• Strive to improve service performance.
• Ensure compliance with all policies, standards, and procedures.
• Emphasize guest satisfaction during all interactions.
• Act as the Front Office leader on shift.
• Understand and comply with loss prevention policies and procedures.
• Review staffing levels to ensure guest service and operational needs are met.
• Review BEOs and guest financial statements; run the Credit Limit Report, Rate Check and Rate Change reports; and distribute the Daily Flash and Daily Logbook to all parties.
• Ensure accurate allocation of rooms for same-day and next-day arrivals.
• Promote BONVOY enrollments and ensure members receive their entitled benefits.
• Welcome and acknowledge Hotel Members and VIP guests.

Managing the guest experience

• Intervene in guest and associate situations as needed to maintain the integrity of the property, achieve guest satisfaction, and preserve associate well-being.
• Empower associates to provide excellent customer service.
• Provide immediate assistance to guests as requested.
• Lead by example with strong hospitality skills and a positive approach to guest relations.
• Respond to guest problems and complaints, liaising with relevant departments to support effective service recovery.
• Ensure associates understand customer service expectations and parameters.
• Interact regularly with guests throughout the property to gather feedback on product quality, service levels, and overall satisfaction.
• Participate in corrective action plans aimed at improving guest satisfaction.
• Record guest issues in GXP and the Daily Logbook.
• Act as Fire Marshall and lead the Emergency Response Team.
• Be trained as a First Aider and attend to guest and associate situations where needed.

Supporting people and safety activities

• Participate, as needed, in investigations of associate and guest accidents or incidents.
• Observe service behaviours and provide feedback to individuals.
• Conduct regular inspection tours covering appearance, safety, staffing, security, and maintenance.
• Celebrate successes and recognize team members’ contributions.
• Ensure property policies are administered fairly and consistently, completing disciplinary procedures and documentation in line with SOPs and LSOPs and supporting the Peer Review Process.
• Ensure associates are cross-trained to support daily operations.
• Support the FOM in training courses and LSOPs.
• Understand and, where necessary, implement emergency plans (including accident, death, elevator, theft, violent crimes, bombs, fire) and file the relevant reports.

General Responsibilities

• Attend meetings or training sessions as required by management.
• Be conversant with Hotel Fire Procedures and Hotel Security Procedures.
• Be familiar with hotel facilities and attractions.
• Be conversant with the BONVOY program and other hotel and brand-related programs.
• Be conversant with the Hotel Health and Safety policy and procedures.
• Understand hotel operation standards and departmental procedures.
• Be familiar with methods of payment accepted by the company (cash handling staff only).
• Be familiar with current licensing regulations (Food and Beverage Service department only).
• Adhere to the company’s policies and procedures for quality, environment, and food safety.

How to Apply

Interested candidates are kindly requested to send their CV to the HR Manager at [email protected].