Job Description
Job Description Job Title: Duty Manager - FO Function: Front Office Location: Lonavala Primary Purpose To ensure a high quality, consistent and personalized experience for all our guests and coordination with all other departments of the resort thereby contributing to and supporting operations Major skills and accountabilities of position (4-6 major accountabilities) Should have proficiency in MS Office, Knowledge of electronic hotel reservation system and inventory management systems. Should have Ability to focus attention on guest needs, remaining calm and courteous at all time. Should able to lead team, ability to work independently, strong interpersonal and problem solving abilities. Should be highly responsible and reliable. Should able to work cohesively with fellow colleagues as part of a team. Should have excellent communication skills and knowledge of health and safety and security procedures. Duties and Responsibilities Should consistently offer professional, friendly and engaging service to guests. Ensure all VIP guests are met on arrival and should manage, record and resolve promptly all guest complaints. Should monitor Guest satisfaction reports and implement actions to improve results. Should stay current with all hotel products, services, policies and emergency procedures. Should ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines. Should be able to communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation. Should be able to handle, record and follow through with management issues or emergencies that arise. Should follow department policies, procedures and service standards Work relations (context - main interfaces - functional report) Reports to Assistant Manager FO. Interfaces strongly with guests and departmental employees. Key figures - provide key data of the job e.g. budget, number of reports etc Financials - (Figures/% to be discussed) Guest Satisfaction Scores - (Figures/% to be discussed) Employee Satisfaction Scores - (Figures/% to be discussed) Key success factors - how is the success in the position measured Financials - (Figures/% to be discussed) Guest Satisfaction Scores - (Figures/% to be discussed) Employee Satisfaction Scores - (Figures/% to be discussed) Experience and qualifications required for the job Should be a Hotel Management Graduate or equivalent. Experience in hotel, leisure with experience of 6-7 years. Previous role as a senior supervisor or Duty Manager in a similar quality hotel Approval Name and signature of incumbent : Name and signature of direct supervisor : Date: Date:
