Duty Manager

The Duty Manager assists the Front Office Manager / Assistant Front Office Manager in the administration and management of all Front Office operations to ensure profitability, control costs and quality standards, ensuring total guests' satisfaction. This role efficiently coordinates the day-to-day operation of whole Front Office operation, providing leadership at the frontline level.
Update the system by inputting inventory and non-inventory groups, monitoring special reservation handling requests and oversee rate changes for in-house guests.
Lead and motivate team members by leading by example and employing competent and consistent management practices.
Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Vietnamese Labor Law and HR guidelines, appropriately discipline when and where required.
Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
Check-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors number enquired about, and method of payment secured.
Apply Hilton's brand standards in every action, acting as a role model and example of how the standards should be carried out in a practical setting.
Ensure that the Front Office equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
Complete reports where and when requested, ensuring that they are complete and delivered on time to the respective parties.
Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.
Adhere to the company's credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third-party payments for rooms, meetings, F&B and other.
Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.