Duty Manager ( Quản lý trực ca- Lễ tân)

Position Summary:
Duty Manager responsibilities include overseeing daily operations, ensuring employee productivity, monitoring efficiency of all processes and creating a positive work environment for employees. You will also meet regularly with upper management to stay up-to-date with organizational changes, issues and improvements.
Ultimately, you will ensure all operations flow smoothly and help us meet our company goals
Responsibilities:
Guest Service Operation
1. Conduct daily briefings and ensure that all pertinent information is well received by team members
2. Manage and supervise all tasks of his/her staff to ensure that the highest quality service is delivered, and department standards are met
3. Review, analyse and suggest improvement of workflow and standards at the Guest Service
4. Communicate with Residence Manager/Guest Service Manager on all matters regarding guest services & hotel operations
5. Greets the VIP guests.
6. As directed by the Guest Service Manager, performs special services for VIP Guests.
7. Prepares and checks for VIP's arrival and escorts guests to rooms.
8. Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour.
9. Ensure documentation of all guests related issues using the e-logbook
10. Supervise shift handover procedures
11. Coordinate and communicate with other departments as required regarding general administration and operations issues
12. Provide management presence at all times by assisting with the handling of guests' needs and complaints tactfully and efficiently
13. Assist GSO/GSS in greeting, rooming, and sending off guests
14. Inspect front of house and back of house regularly for cleanliness and orderliness
15. Ensure that front line staff complies with marketing techniques and maximizes sales
16. Check billing instructions, monitor guest credit and act upon any discrepancies
17. Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
18. Ensure driveways are manned always and run efficiently
19. Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway.
20. Handle and manage property emergencies.
21. Conduct Night Audit Process for the property
Team Management
1. Provide department orientation and training of the property service standards, procedures and programs
2. Constantly monitor team members' appearance, attitude and degree of professionalism
3. Motivate and provides a work environment which brings out the best in team members
Other Responsibilities
1. Maintain complete knowledge of all outlets and property services/features
2. Be fully conversant with the property fire & life safety/emergency procedures
3. Attend all briefings, meetings and trainings as assigned by management
4. Maintain a high standard of personal appearance and hygiene at all times
5. Perform other reasonable duties assigned by the Management of the Hotel
6. MOD & sending MOD report to the management team daily