Mô tả công việc

MAIN DUTIES:

Administration

Representative of the Senior Management: Duty Manager is the only representative of the Senior Management 24 hours a day. The main mission is to be ready to handle every situation happening in the hotel.

 DM is the first to be called if a guest is looking for a member of the management team. In dealing with these situations, DM must ensure that they use tact and diplomacy to rectify quickly the situation, reaching the guest satisfaction but as well respecting the procedures and organisation of the Hotel Metropole Hanoi.

 DM has continuous contacts with the all front of the house as well as F&B department to report any guest comments, or complaints and to ensure a good co-ordination and efficient communication on both verbal and written communication.

 To maintain in a shift an accurate record in the DM's logbook of items and incidents which may be of concern to the management and/or which may requires further attentions or follow up. All incidents need to be reported by using the Glitch system log and PMS Opera (profile notes).

Lobby Co-ordination

 The first assignment & main area of work of Duty Manager is to be present in the Lobbies (MW/OW) and front house areas. DM spend major time in the lobby to co-ordinate the overall lobby activities and will be dynamic in guest relationships. DM is the one who coordinate all sections (Concierge/GRO/Reception/Butler/Outlets) to ensure the flow of traffic at the front drive way and smooth operation with great customer care.

Leader of the Communication

DM is a leader in the Front of the House communication and will be active in the following tasks

 DM will be fully informed on all the, new promotions in Rooms and F&B, new and will be conducting knowledge checks when demanded by the Executive Assistant Manager / General Manager.

 DM ensure that a pertinent/relevant DM logbook is continuously updated and check the logbooks from the different sections of the FO and F&B to ensure that clear, constant and updated communication lines are kept with all team.

 Responsible for a detailed Duty Manager hand over by going through the activities of the day, the problems, the follow up, and the pending matters.

 DM will meet formally Executive Assistant Manager to make a point on the daily activities and pending matters.

Supervision & Controls

The supervision of Duty Manager covers a very large area and must be oriented on the following topics:

 To ensure that all house rules and regulations are adhered to.

 To be aware of room availability and be ready to make decision on acceptance or refusal of lay-over in the absence of Front Office Manager and Club Metropole Manager.

 To approve rebates and paid out with valid reason and necessary supporting documents.

 To monitor the overall co-ordination of Front Office Operations and to assist all sections of the Front Office department in necessary moments.

 To monitor the proper follow up of the room requests & co-ordination with housekeeping regarding the priorities in room cleaning.

 To keep full records of incoming and outgoing items in the Duty Manager Safety box opening & to ensure proper follow up.

 Privacy: DM will be attentive to respect the privacy/confidentiality of the information, or guest names available. He/she will ensure not to transmit any guest name, or guest history information.

 To ensure that all the Front of the House areas in the hotel are clear, clean & tidy at any time. Daily findings will be discussed in the morning meeting.

Responsibility in term of security

 DM act personally with a member of Security for any Safety box opening in the hotel, following the security procedures and will record any of this action on the appropriate format.

 In the event of fire, DM has to ensure the overall co-ordination as per emergency procedure established. DM will ensure that each staff takes control of his/her duties during Fire and that the guests are well informed of the security measures to be taken.

 To be alerted and call Security right away when a guest has a suspect attitude or luggage, when there is a serious conflict or beginning of fight in the premises of the hotel. Any of these cases has to be reported in the Security 24 Hours Report

 To make frequent rounds of the house to ensure that everything such as furniture, lifts, lights, and so on are clean and properly functioning.

 To supervise back of the house to ensure good security, cleanliness and pay attention to fire hazards such as stairwell obstructions.

 Responds as MOD with security for any “emergency” situation including but not limited to:

• Fire Alarm

• Employee injury

• Guest injury

• Employee conflict with another employee

• Employee conflict with a guest

• Guest conflict with another guest

• Intoxicated guests or colleagues

Financial and Revenue Responsibilities

N/A

Training and Human Resources Management

 The Duty Manager ensures all staffs on duty are at all times immaculately groomed and wear correct and complete uniform.

 Ensures all staff are present at scheduled times in the appropriate sections and that there is always the minimum standard number of staff on duty in each section.

 Duty Manager reports quickly any discipline problem to the relative department and division head.

 DM ensures the full motivation of the team & creates a nice working atmosphere. This is crucial to encourage a better quality of service and minimise the turnover.

 To be responsible for adhering to Hotel Metropole Hanoi staff rules and regulations as detailed in the Sofitel Legend Metropole Hanoi staff handbook.

To be ready and responsible when assigned to perform any other duties or job functions as required by Executive Office and Executive Assitant Manager .

Guest Service Responsibilities

Duty Manager has to ensure all guest’s feedback and comment must be properly handled. Once it turned to be a complaint, it is Duty Manager’s responsibility to rectify the matter internally and follow up with guest. It is vital to make sure no guest would leave the hotel unhappily.

Quyền lợi được hưởng

- Uniform provided by hotel 
- Free meals during shifts
- Parking allowance
- 05 working days & 02 day-off per week, 
- Attractive remuneration package, including Service charge & Social Insurance
- Annual vacation & Other benefits according to hotel’s policy.
- Immense opportunities to develop your career path in the luxury hotel and in other hotels of Accor

Yêu cầu công việc

- Good English skills
- Good interpersonal communication skills
- Great service-minded attitude
- Must be able to work a flexible schedule, including weekends and holidays

Yêu cầu hồ sơ