Manager on Duty
The Ritz Carlton hotel
Total years of experience :22 years, 11 Months
Complete designated cashier and closing reports in the computer system. Review shift logs/daily memo books and document pertinent information in logbooks. Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem. Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key. Sell a room/accommodation to guests without reservations based on availability. Ensure rates match market codes and that any exceptions are documented. Ensure checks that come from outlets (e.g., Health Club, Retail Shop) are scanned and charged to room. Assist management in training, evaluating, disciplining, and motivating and coaching employees; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Maximize the up sell of rooms.
Receive and file incoming, documents.
Supply and manage office equipments, machines or properties to office and manufactures, kitchen utilities.
Manage administrative department, maintain a safe and secure work environment,
Develop and maintain document filing system, plan and implement office systems, layouts, and equipment procurement.
Create, control, and monitor all administrative requirements of other departments.
Record, monitor expenses, raises monthly invoices
Maintain stationary supplies and co-coordinating deliveries.
Supplier managements: photo, printing, furniture, mail & post...
Provide and control stationery, pantry items, petrol card, telephone, and mobile phone...
Office expense: water, electricity, logistic.
Other task assignment.
Supervise the front desk, to ensure the smooth operation in the reception and concierge the highest level of service provided to our guests.
Take hand over from the previous shift’s supervisor, and certain the follow up and traces.
Distribute the task on the receptionists depend on the operation satiation.
Show excellent customer service skills, be courteous and professional at all times.
Ensure that all guest queries and requests for information are handled efficiently.
Establish and develop personal guest contact.
Handle guest complaints.
Adhere to the hotel’s credit policy at all times
Attend all guests in the procedure of check-in/check-out, inquiries, key handling, messages and all related matters.
Register the guests according to the hotel policy and procedure.
Carry out any other reasonable duties and responsibilities within the job capability as assigned.
Assist in all matters related to guests checking in and/or checking out, as well as ensuring maximum follow up during their stay.
Communicate clearly verbally & in writing
Meet & greet & farewell the guests in friendly & professional manner
Ensure that Front Office Management is kept informed of problems & opportunities
Investigate and follow up guest complaints with the help of the Reception Supervisor, and/or Assistant Front Office Manager
Strictly adhere to the hotels credit policy of guests staying in house.
Regularly attend the departmental Communications meeting and daily briefings
Check guests in & out according to standards
Maintain a professional telephone manner at all times
Prepare for and processing of Groups check-in
Making reservations for walk-in guests
Exchange foreign currency for guests in house
Keep the Front Desk tidy & presentable at all times
Ensure no information regarding guest details or room numbers are given to unauthorized persons.