Duty Manager

Job Description

Vacancy

02

Job Context

A Duty Manager serve as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

Job Responsibilities

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; leads by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Serve as a role model to demonstrate appropriate behaviors.
• Supervise and manage employees. Manage all day-to-day operations. Understand employee positions well enough to perform duties in employees’ absence.
• Celebrate successes and publicly recognize the contributions of team members.
• Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
• Develop specific goals and plan to prioritize, organize, and accomplish your work.
• Handle complaints, settle disputes, and resolve grievances and conflicts.
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Intervene in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Ensure that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognize performance, and produce desired results.
• Provide services that are above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, provide guidance, feedback, and individual coaching when needed.
• Set a positive example for guest relations.
• Respond to and handles guest problems and complaints.
• Empower employees to provide excellent customer service.
• Observe service behaviors of employees and provide feedback to individuals.
• Strive to improve service performance.
• Provide immediate assistance to guests as requested.
• Ensure employees understand customer service expectations and parameters.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Participate in employee progressive discipline procedures.
• Use all available on the job training tools for employees.
• Solicit employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Supervise on-going training initiatives and conduct training when appropriate.
• Participate in the employee performance appraisal process, provide feedback as needed.
• Provide information to supervisors, co-workers, and subordinate by telephone, in written form, e-mail, or in person.
• Analyze information and evaluating results to choose the best solution and solve problems.
• Maintain high visibility in public areas during peak times.
• Perform Front Desk duties in high demand times.

Employment Status

Full-time

Workplace

• Work at office

Educational Requirements

• Bachelor degree in any discipline
• Skills Required: Excellent communication, Leadership, Public Relation, Time Management

Experience Requirements

• At least 3 year(s)
• The applicants should have experience in the following area(s):
  Guest Relation
• The applicants should have experience in the following business area(s):
  Hotel, Resort

Additional Requirements

• Age 25 to 40 years

Job Location

Anywhere in Bangladesh

Salary

• Negotiable
• Appropriate Service Charge as per hotel policy

Compensation & Other Benefits

• Mobile bill, Medical allowance, Provident fund, Insurance, Gratuity
• Lunch Facilities: Full Subsidize
• Salary Review: Yearly
• Festival Bonus: 2

Job Qualification

• Bachelor degree in any discipline
• Skills Required: Excellent communication, Leadership, Public Relation, Time Management