Title:  Duty Manager

About IHCL

Careers at IHCL

Job Objective

To ensure the smooth and efficient operation of the Front Office department and Co-ordination

with various other departments in order to ensure personalized, prompt and flawless service to

all guests. The position will also act a as a One Point Contact for all the in-house guests, in-case

of guest requests, complaints or any other feedback.

Essential Job Tasks

• Analyze the day’s arrivals and departures for - VIPs, groups and FITs, and ensure a

smooth check-in, check–out and baggage delivery. Decide to offer late check-outs as

applicable.

• Conduct a rate check on daily basis. Provide authorization to pass discounts and

allowances.

• To ensure room allocation is done for all arriving guests as per preferences.
• To maintain up-to date information on room rates, current promotions, offers and

packages.

• To prepare, understand and communicate all relevant daily, weekly and monthly reports

and statistics.Collate and check daily reports and send the reports to the concerned

departments. Ensure that processes are followed within the guidelines laid down.

• Monitor compliance through surprise checks. Discuss non-compliance with the associates and point out areas of concern.
• To maintain and settle the guest ledger rendering accountability for the days transactions.
• Collate and analyze potential business. Track potential clientele, capture their current preferences and incorporate upselling strategies along with guest interactions.
• Offer personalize service in coordination within the sub department.
• Coordinate and liaison with relevant departments (within front office or across departments) to ensure speedy and urgent closure on guest requests/ queries. Act as the single point of contact; in the shift for any guest related actions by seamlessly working with different departments.

• Forecast the following day’s arrivals and departures based on the current status featuring on the system. Make rosters and action plans accordingly.
• To ensure that all check-ins and check-outs are handled smoothly as per standards.
• Assist the reception, cashiers and duty managers when short staffed or busy and manage sold out dates during seasonal peaks.

  To ensure speedy and timely actions during emergency situations as per SOP guidelines.

  • To ensure confidentiality of guests and hotel information is maintained. Protect tools,equipment or other assets in accordance with standard operating procedure including key control.
  • To meet VIP’s and respond to guest queries and take decisions regarding service recovery. Consult supervisor on upgrades, complimentary stay etc.
  • Guide team to provide accurate information; handle escalations.
  • Track the potential clientele, capture their current preferences and incorporate upselling strategies within guest interactions.
  • Personalize service in coordination with the sub-departments.
  • Ensure regulatory compliance on shift and all process related audits are adhered to.
  • Create duty roster of staff. Conduct team briefings and debriefing including critical communication cascade of departmental information
  • Guide team to provide accurate information; handle escalations.
  • Provide appropriate induction and train associates to handle customers and empower them to offer suitable solutions.
  • Given input of performance of associates to AFOM, guide associates with respect to career needs.
  • Ensure proper grooming of staff.
  • In addition to the above-mentioned duties and job functions, any other assignment given on an occasional basis or daily basis by the immediate superior or the management.
  • Adherence to the Tata code of conduct, safety policies and values of the organization as defined.
  • Lobby presence during peak hours.

   

Areas of Responsibility

Required Qualifications

Hotel Management

Work Experience

5-6 years

Languages Needed in Position

1. Hindi
2. English

Key Interfaces- External

Key Interfaces- Internal

Behavioural Competencies

Equal Opportunities Employment at IHCL