Duty Manager/ Quản lý ca trực

Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
Provides functional assistance and direction to all departments.
Cooperates, coordinates and communicates with other hotel departments as required.
Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
Responds to guest needs and resolves related problems
Supervises and directs Reception and Reservations personnel.
Supports and assists Front Office personnel and all departments at peak periods.
Ensures VIPs and priority club guests receive special attention
Inspects front of house and back of house regularly for cleanliness.
Assists Guest Relations in greeting, rooming, and sending off VIP guests.
Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
Provides input for Front Office meetings.
Promotes inter-hotel sales and in-house facilities.
Checks billing instructions and monitors guest credit
Analyses and approves discounts and rebates.
Analyses the rate variance report to ensure rooms revenue control
Takes action with the Property Management Systems (PMS) in emergency situation.
Fully conversant with all hotel emergency procedures.
Ensures front line staff complies with FIT marketing techniques and maximize sales.
Works with Superior and Human Resources on manpower planning and management needs
Works with Superior and Director of Finance in the preparation and management of the Department's budget