Duty ManagerTata Group

Job Description
Job Responsibilities
Broad objective of the role
Assists the Front Office Manager in administering front office functions and supervising associates on a daily basis. Front office areas include Travel Desk, Telephone Operations, Guest Services and Reception. Positions, directs and works with managers and associates to carry out procedures ensuring an efficient check in and check out process. Ensures guest and associate satisfaction to maximize the financial performance of the department and deliver products and services to achieve and exceed total guest satisfaction by providing service which is iconic and maximizing organizational profitability through effective utilization of all resources. Functions in place of the Front Office Manager in his/her absence. Supervises all areas of the Front Office in the absence of the Front Office.
Areas of Responsibility
.Reviews guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken.
.Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
.Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.
.Maintains regular contacts with corporate and individual guests, and builds strong relationships with them.
.Makes oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements.
.Meets all VIPs, Repeat Guests, Inner-circle Members, Chambers Member and HWC (Handle with Care) guests, on arrival or during the stay and ensures they have a seamless experience.
-.Conducts Rooms Checks with the Executive Housekeeper and Chief Engineer every day for VVIP and HWC guests arrival rooms.
.Conducts internal audits of basic processes of Rooms Division in a systematic manner to check adherence and control deviations.
.Overviews and co-ordinates with the Chief Engineer and Executive Housekeeper with regards to room refurbishments, renovations and shutdowns for maintenance activities.
.Reviews all group bookings, smooth check-in/check outs of all guests with proper preparation and settlement of invoices.
.Ensures speedy and timely actions during emergency situations as per the SOP guidlines.
.Reviews Early check-in, Late Check-out and drives upselling opportunities in the department.
Job Requirements
Job Requirements:
At least 2 years of relevant experience at a managerial position
Functional Competencies
Budgeting & Forecasting
Knowledge of HR, Training, Sustainability, Revenue Management, Financials tools & techniques
Business Acumen
Written & Verbal Communication
Property Management & Guest Feedback System
Safety & Hygiene Practices
Behavioural Competencies
Strategic Thinking
Analytical Approach
Coaching and Mentoring
Team Building & Orientation
Interpersonal Effectiveness
Result Orientation & Entrepreneurial Drive
Customer Centricity
Conflict resolution/ Managing Crisis
Decision Making
Mutual Respect