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Duty Manager/ Front Office

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Company Description

Mövenpick Hotels & Resorts (MH&R) is in the “moments” business. We’re intimately involved in important times in our guests lives. And you never know when a moment can be made. A simple smile in the lobby can create the positivity that turns a business trip into a new business celebration. An insider tip on the best way to spend a day can make an entire holiday. A romantic dinner for two can lead to a longer term partnership.

It doesn’t take much to make a moment. Just to be genuine. And human. And warm. And take steps to do the ordinary in an extraordinary way.

We understand that this vision cannot be achieved without great people who create and support work environments designed to produce exceptional results.

Job Description

Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.
Announce VIP rooms to Housekeeping and F&B departments
Ensure VIP rooms are ready, checked and all in order prior arrival
Attend management morning briefing if needed/requested
Take responsibility of your shift & handle situations, ensure that reception team on shift is looked after and helped if needed
Register and process check in for all arrivals
Conduct daily briefing & ensure IQ standard is followed
Perform Check in & Check Out at the reception
Be part & lead in success of Circle M enrolment and assist to achieve the hotel target
Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve monthly target
Check online comments (Tripadvsior, Booking.com etc) and investigate issues then report to the manager
Ensure guest comments are investigated and reply back to guest accordingly
Assist in achieving TrustYou targets
Attend guest requests and take action accordingly
Handle guest complaints and take action immediately to ensure satisfaction is delivered
Assist Hotel Manager on Duty when/if required
Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests’ departure.
Handle walk in counter reservation at all times and process call in reservation when room reservations section is closed.
Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.
Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
Handle issuance of guest room key cards and ensure effective control for guest security.
Check Paymaster daily and give feedback RDM with action taken
Encourage rooms & breakfast upselling daily to the team and share result and feedback
Check Hotel situation, occupancy, functions, groups, MIPs
File daily reception report and documents systematically.
Give a proper training & induction for all new reception joiners and ensure Opera V9 is the PMS used in training
Maintain daily courtesy call sheet and share feedback/action with the manager
Attend Credit meeting when requested
Attend Revenue meetings when requested.
At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
To effectively handle all guest complaints concerning the Front Office in co-ordination with the Rooms Division Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, informs General Manager.
Other duties as assigned.
Perform duties in a manner that respects Mövenpick Hotels & Resorts’ Core Behaviours which are Trust, Relationship, Entrepreneurship and Drive.
Assist in Task Force Teams for new openings
Carry out any other reasonable task (which may not be stated here) as requested.
Attend and chair the daily briefings.