I. BASIC PURPOSE / JOB BRIEF:

The Duty Manager provides guest services as well as supervision, direction and leadership in Front Office n accordance with the objectives, performance, and quality standards established by Okada Manila. Ensures smooth operation of all hotel services and acts as liaison between Management and guests in ensuring guest's safety, security and satisfaction.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Complete knowledge of and adheres to the Tiger Resort, Leisure and Entertainment's policies, quality and service
• Complete knowledge and supports the guest recognition programs and promotions of Tiger Resort, Leisure & Entertainment e.g Loyalty Programs and Rewards Program by Casino. 
• Utilizes and develops communication tools and channels for the dissemination of information and workflow in all sections. 
• Maintains and enforces all quality standards and procedures from guest's pre-arrival, arrival, during guest's stay and departure. 
• Monitors house inventory and blocks and coordinates with the relative departments for the allocation of rooms and rates to be offered to walk-in guests 
• Runs and furnishes the daily reports such as Daily Statistical Report (DSR), Handover, FIT & Casino Blocks Pick-up Report, Out of Order rooms and other reports needed by the higher management
• Conducts daily pre-shift briefings to ensure proper cascading of relevant information
• Supports the up-selling program of Front Office and promotes the hotel services
• Maintain current product knowledge of events and facilities including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice
• Handles guest complaints and ensures guest recovery exceeds guests' expectations
• Attends training programs as set by other departments and external set by the hotel.
• Ensures service standards are met or exceeded in accordance with the Forbes Travel Guide or audits set by the hotel.
• Ensures back up reports and system down report are always up-to-date 
• Conducts spot checks and hotel rounds to ensure proper upkeep of hotel and other FO related designated areas are properly manned
• Ensure the database is appropriately managed and updated, ensuring guest history records (i.e., requests, requirements, preferences, etc.) and general guest information have been identified and accurately recorded in the system
• Performs other tasks that maybe assigned by the Management from time to time

III. JOB SPECIFICATIONS:

Educational Requirement:

• Degree Holder in any field or equivalent professional training

Experience Requirement:

• 5 years work experience in a 5 star Hotel including 3 years in Front Office is preferred. 
• Minimum 2 years experience in the same capacity is preferred

Skills and Attributes: 

Leadership Skills:

• Excellent in planning and has good execution skills
• Achieves agreed objectives and accepts accountability for results
• Displays exceptional commitment to improving customer service
• Makes quick decisions with the information they have o Ability to teach and mentor within the resources of the company

Technical Skills: 

• Proficient in MS Office
• Complete knowledge of operational systems in Front Office such as Opera Property Management System, Vision, Guest Experience Software System (GESS), Salto, Agilysis Desktop, Digivalet Dashboard, EDC Machines and machines / equipment being used at the operations.

Other Qualifications:

• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis o Able to work on overtime when needed