Duty Manager

• Attend to guest's requests and complaints
• Investigate complaints and address to the department concerned and response to guest with an appropriate explanation and apology
• Ensure LQE is delivered and a smooth and successful operation is carried out in these areas daily
• Co-ordinate with Front Office and Guest Services on VIP arrivals, walk-ins, groups and guests with special requests
• Co-ordinate with Engineering and Housekeeping to ensure that all rooms are ready for sale in the proper condition
• Co-ordinate with Housekeeping and Food and Beverage on any special requests for VIPs
• Co-ordinate with Security with regards to any criminal act within the hotel or suspicious guests
• Co-ordinate with Front Office cashiers on vouchers, billing instructions, deposits, rebates etc, to minimize bad debts, skippers, untraceable charges and allowances
• Inspect VIPs arrival rooms with appropriate amenities set up
• Meet and greet VIPs arrivals and departures as highlighted by FOM
• Uphold FLHSS procedures
• Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department.
• Perform any other duties as assigned by Superior.
• Ensure that standard, policies and procedures are maintained
• Responsible for overall cleanliness of the hotel
• Co-ordinate and take charge of any emergency until General Manager or Hotel Manager arrives
• Check the reading file to update on all new e-mails, faxes or correspondence which may require personal attention
• Highlight log entries during daily Operations meeting
• Check through the day arrival report and ensures that the necessary preparations are done by respective departments
• Check all public areas and colleague areas for any irregularities and cleanliness
• Check on the working condition of elevators, lobby lights, air conditioning, in-house music and other hotel equipment
• Check daily event order and ensure that the necessary signboards and arrangements are done
• Log all complaints/irregularities for Management reference
• Handle all complaints from guests and transmits them to the departments concerned and see that corrective actions are taken immediately
• Constantly check appearance, grooming of uniform colleagues
• Do physical check of the rooms of expected check out guests if the guest has not checked out by the scheduled time with DND sign.
• Ensure Front Office colleagues verify the Housekeeping report and follow up on any discrepancies
• Conduct departmental training and also makes appropriate suggestions to improve whenever necessary
• Offer medical assistance or arrangement to the guest and associates when required

Mandarin Oriental