Duty Manager

PRIMARY RESPONSIBILITIES • During their duty the Duty Manager is expected
to lead as an example in terms of appearance, attitude, equity &
professionalism. Their main role is to ensure the proper work of the operations
in the following sections: Front Desk, Group Coordinator, Operator and Business
Centre. • The Duty Manager will be available at the Hotel 24 hours a day.
Training and Human Resources • The Duty Manager ensures all staff on duty is
at all times immaculately groomed and wears 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 on staff on duty in each
section. • The Duty Manager reports quickly any discipline problem to the Front
Office Manager/ Assistant Front Office Manager and must be fair in any staff
disciplinary action required during their absence. • The Duty Manager
will ensure the full motivation of the team & create a nice atmosphere
of work. This is crucial to encourage a better quality of service and minimize
the turnover. Technical Responsibilities Representative of the Senior
Management: The Duty Manager is the only representative of the Senior Management
24 hours a day. They must be for this reason very versatile and to be ready
to handle some very different situations. • The Duty Manager will be the first
to be called if a guest is looking for a member of the management team.
In dealing with these situations, the Duty Manager must ensure that they use
tact and diplomacy to rectify quickly the situation, reaching the guest
satisfaction but as well respecting the procedures and organization of
the Dusti. • The Duty Manager will be in permanent contact with the Front Office
Manager to report any guest comment, or problem and to ensure a good
co-ordination and quick communication on both sides. • To maintain per shift
an accurate record in the Duty Manager’s logbook of items
and incidents which may be of concern to the management and/or which
may requires further attentions.

Lobby Co-ordination: • The first assignment & main area of work of
the Duty Manager is the Lobby, when the Duty Manager is not away to do
a specific mission, he/she will spend all his/her time in the lobby
to co-ordinate the overall lobby activity and will be dynamic in guest
relationships. Leader of the Communication: The Duty Manager is a leader in
the Front Office communication and will be active in the following tasks: •
The Duty Manager will join daily the Front Office Manager briefing &
weekly the Front Office Meeting to bring with dynamism and initiatives all
the questions, case studies & new ideas to be considered and discussed.
• The Duty Manager will be very active giving full information & updates
to all the Front Office staff. During the absence of Assistant Front Office
Manager, the Assistant Manager will conduct by his/her own this briefing.
They will encourage a good interactivity with all the Front Office staff,
to listen and understand their questions and problems and to give appropriate
answers and solutions in line with the Sofitel So Bangkok procedures
and organization. • To ensure that a pertinent/relevant Duty Manager logbook
is maintained updated and to check the logbook from the different sections
of the Front Office to ensure that clear, constant and updated communication
lines are kept with all Front Office staff. • Responsible for a detailed Duty
Manager Handover by going through the activity of the day, the problems found,
the follow up to do, the tasks not completed yet… Supervision &
Controls: The supervision of the Duty Manager covers a very large area and
must be oriented on the following topics: • To ensure the overall co-ordination
of the Front Office Operations and to assist all sections of the Front Office
department. • Responsible to keep all Front Office Standards and Procedures
on line with the Dusit Policies. • To ensure the proper follow up of the room
requests & co-ordination with housekeeping regarding the priorities
in room cleaning. • Responsible to ensure that all Financial and Audit
Procedures are respected. The Duty Manager will then realize daily
the appropriate controls: Bucket Checks, Cashier Closures, Registration cards
and correspondence, Rebates, Paid Out… Each control will be signed.

The Duty Manager will sign the official documents in the field “Duty
Manager”. The Duty Manager will do personally at night time all
the controls established in the audit procedures, and report any irregularity
to Front Office Manager on the following day. • To ensure that the close day
is done correctly and that the number of “No Show”,
“Rooms Occupied”, “Complimentary” and “House
Use” are accurate. The Duty Manager will as well supervise
the accuracy of the daily financial reports issued by Front Office. • The Duty
Manager will go through the correspondence of all the arrivals every night
to ensure that the conditions and rates confirmed upon reservations are clearly
updated and followed up on the Front Office side. To report to Front Office
Manager any irregularity the day after. • The Duty Manager will ensure that
the immigration registration is done fully as per procedures established. •
To keep full records of incoming and outgoing items in the Duty Manager Safe
& to ensure proper follow up. • To motivate all the staff regarding
the selling and up selling program, and to make sure that the rates given
are matching with the instructions received. To do the proper controls as per
procedures established • Privacy: The Duty Manager 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 Front Office areas are clear, clean & tidy at any
time. Responsibility in terms of security: • The Duty Manager will act
personally with a member of Security for any Safe Opening in the hotel,
following the security procedures and will record any of this action on
the appropriate format. • In the event of fire, the Duty Manager has to ensure
the overall co-ordination as per emergency procedure established. In the absence
of Director of Rooms, Front Office Manager and Assistant Front Office Manager,
the Duty Manager will call right away the appropriate persons; will ensure
that each staff takes control of his duties during Fire and that the guests
are well informed of the security measures to be taken. • To be in alert and
to 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 Duty Manager’s logbook.
OTHERS • Continuous learning through own IDP. • Any other duties as may
be assigned by the superior.

ACCOUNTABILITIES • Represents Dusit’s brand and its values at all times. We
will establish relationships and foremost and we will deliver an exceptional
guest experience and promote Thai graciousness. COMPANY’S CULTURE • Communicate
and fully embracing the Company’s culture (our Vision, our Mission and our
Values), leads by example and cascade to all your subordinates. – “Proud
to belong and to contribute” CONFIDENTIALITY • Ensure confidentiality and secure
storage of all intellectual property and data bases, both hard copy
and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel,
Customer and Staff information or transactions are kept confidential during
or after employment with the company.

JOB REQUIREMENTS • Minimum education of Bachelor degree in Hotel Management
or relevant discipline. • Minimum of 5 years in Front Office experience in
a similar capacity preferably in a 5 star class environment. • Knowledgeable
in Front Office Operations. • Have excellent English communication skills both
in written and spoken. • Possess professional disposition with excellent
interpersonal skills.