Duty Manager/ Quản Lý Trực Ban

DUTIES & RESPONSIBILITIES
1. Review arrival information on a daily basis; VIP, SPG, Regular guests, Groups, special requests etc…
2. Maintain good working relations with all departments
3. Familiar with Front Office Standards and Procedures
4. Assist in handling claimed reservations and turn-away according to Le Meridien Saigon policies and procedures
5. Report to management on deficiencies and irregularities noted in the operation
6. Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc.
7. Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed
8. Maintain good knowledge of all corporate programs
9. Maintain good knowledge of the Starwood Preferred Guests program, ensuring correct handling, prepares reports and actively participates in enrolling new members
10. Assist in resolving accounting matters, disputes, missing back-ups etc..
11. Be familiar with GEI standards and is guided in daily work by these. Monitors staff performance continuously in this respect
12. Assist in departmental training and assessments
13. Be Familiar and enforce implement new ideas and system which could benefit the department and hotel
14. Represent Management in all guest related issues in the best possible way
15. Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments
16. Log all incidents of importance and guest comments in shift logbook for Management
17. Meet VIPs, SPG, Regular guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory
18. Responds immediately on medical requests and emergencies
19. Assist in investigating and resolving written guest complaints
20. Maintain effective guest relations, builds rapport and offer personalized service and assistance
21. Assist Reception when required, help guest check in, check out, etc…
22. Be responsible for night duties, carry out hotel night audit according procedure
23. Be knowledgeable of the hotel’s emergency procedures in regard to fire, bomb threat, evacuation, etc...
24. Part of Emergency Response Team and takes the role of Fire Control Officer in a fire emergency situation
25. Assist other departments in resolving problems when Department head concerned is not available
26. Supervise work operations of the department
27. Resolve disputes
28. Discipline Associates when necessary
29. Assist with the preparation of Associates rosters
30. Assist with Associates training and development
31. Provide ongoing advice and support to Associates under your supervision
32. Supervise Associates performance
33. Deliver high quality service to guests
34. Ensure guest needs and reasonable requests are promptly attended to
35. Seek opportunities to continually improve guest service
36. Take appropriate action to resolve guest complaints
37. Sell the hotel and Le Meridien Saigon products and services using up-selling and suggestive selling techniques
38. Promote the hotel and Le Meridien Saigon products and services
39. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
40. Adhere to the hotel’s and emergency policies and procedures
41. Be familiar with property safety, current first aid and fire emergency procedures
42. Log security incidents and accidents in accordance with hotel requirements
43. Ensure a high level of cleanliness is maintained in work area
44. Ensure all reporting and servicing deadlines are met on a timely basis
45. Abide by the Le Meridien Guest Experience Index System (GEI).
46. Abide by the Hotel’s Policies and Procedures, Starwood and Le Meridien Saigon Code of Business Conduct and the hotel’s Associate Handbook.
47. To summarize, it is not the intent by way of this Position Description to limit the scope or responsibilities of this role, but to highlight the most important aspects.

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