Overview
A Duty Manager works closely with Guests to greet, converse, and assist with enquiries, especially when VIP Guests, long-stay Guests, and others are in the hotel lobby.
Responsibilities
* Occupy the hotel lobby and other public areas, particularly at busy times
* Engage Guests in conversation and provide general assistance
* Manage, record, and resolve promptly all Guest complaints
* Meet and greet VIP Guests and major corporate clients upon arrival
* Coordinate the services and special facilities provided to long-stay Guests
* Understand all credit procedures and ensure they are applied
* Stay current with all hotel products, services, policies and emergency procedures
* Monitor Guest satisfaction reports and implement actions to improve results
* Handle, record and follow through with management issues or emergencies that arise
* Conduct any Health and Safety procedures, if required, including fire walks, food safety investigations, etc.
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