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· 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 · Ensure that on-going pertinent/relevant logbook communication to other shift is maintained and brief incoming Guest Service Manager on items to be followed up · Maintain daily an accurate record in the Duty Manager’s logbook of items and incidents which may be of concern to management and/or which may require further attention · 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 · Ensures VIPs and priority club guests receive special attention · Assist as required/requested with the solving of any guest complaints/upsets and make record on logbook accordingly. Ensure all issues relating to guest satisfaction are met and that follow up is completed on a timely basis. Effectively handle and resolve guests complaints and seek help if needed · Inspects front of house and back of house regularly for cleanliness · Assists Guest Relations in greeting, rooming, and sending off VIP guests · Ensure constantly aware of and up to date with all happenings and operations within the hotel and ensure to have an obvious presence throughout the hotel public area whilst on duty · Responsible for ensuring clear and constant communication lines are kept with all staffs and other departments · Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff. · Provides input for Front Office meetings. · Ensure to be completely aware of all hotel services and facilities, outlet operating hours and scope of services. Promotes inter-hotel sales and in-house facilities. · Have a complete knowledge of standard operating procedures and performance standard by task of Guest Service/Reception or Executive Floor/Telephone & Business Centre Service/Concierge · 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 comply with FIT Marketing techniques and maximize sales
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