[Melia Vinpearl Cua Hoi] Duty Manager

• 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 personnel.
• Supports and assists Front Office personnel and all departments at peak periods.
• Prepare welcome cards with Director Of Rooms's Signature for VIPs and MAS member guests, ensures them receive special attention.
• Inspects front of house and back of house regularly for cleanliness.
• Assists Guest Experience Manager in greeting, rooming, and sending off VIP guests.
• Hand over VIP guest information and pending issues with Guest Experience Manager on duty and follow up properly.
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• 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 Resource Manager to ensure the departmental performance of staff is productive.
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers
• Log security incidents and accidents in accordance with hotel requirements