The Duty Manager provides guest services as well as supervision, direction and leadership in Front Office in accordance with the objectives, performance and quality standards established by Okada Manila. He or she will ensure smooth operation of all hotel services and will act as liaison between the Management and guests in ensuring guest’s safety, security and satisfaction.

PRIMARY RESPONSIBILITIES

• Has complete knowledge of Okada Manila’s policies, quality and service standards 
• Has complete knowledge of Okada Manila’s programs: e.g. Loyalty Program, Guest History
• Has complete knowledge of operational system in Front Office such as Opera Property Management System, Vision, EDC Machines and other machines/equipment’s being used at the operations 
• Creates a positive and a highly motivated working environment that promotes and develop teamwork
• 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, to guest’s arrival, during guest’s stay and departure
• Builds relationships with guest to delight and gain loyalty
• Ensures guest recovery exceeds guests’ expectations
• Meets and greets arriving guests and sees off departing guests especially those with service issues
• Handles guests and admin requests in a timely manner with appropriate follow-up
• Handles guest complaints and reports them on a timely manner to concerned Department Heads
• Conducts midnight pre-shift briefings to team leaders to ensure proper cascade of relevant information
• Conducts spot checks and hotel rounds to ensure proper upkeep of hotel facilities and all areas are properly manned
• Conducts courtesy calls to sick guests and those with service issues
• Assists Front Office Service Managers, provides assistance to Front Desk during bulk check-in, check-out and other transactions
• Handles unanswered wake-up calls
• Handles the opening of locked in-room safe from checked-out rooms
• Checks discrepant and due-out rooms
• Authorizes paid-outs, rebates, cash advances and pending bills based on limits set in the approved Delegation of Authority
• Ensures complete resolution of guests’ issues by physically checking the repair that was done and recovery amenity with apology note was sent to the room
• Do the lock link reading for vinglocks (if needed) in order to assist security in their investigations
• Logs and updates all the guest issues in the Duty Manager’s Report per shift
• Updates the Duty Manager’s Report and guests profile notes
• Ensures the highest level of safety and security by facilitating effective training programs that delivers a high degree of awareness among staff
• Attends training programs as set by the hotel and other departments.
• Serves as the Incident Management Team Leader during emergency situations
• Communicates unsafe acts and practices to concerned Department heads for appropriate action
• Actively participates in hotel activities 
• Performs other tasks that maybe assigned by the Management from time to time

• Degree Holder in any field or equivalent professional training
• 5 years’ work experience in a 5 star Hotel including 3 years in Front Desk.
• Minimum 2 years’ experience in the same capacity  
• Understanding of Hotel Property Management System (preferably Opera)
• Computer literate
• Leadership skills and staff motivation
• Extrovert, proactive, responsible, alert and agile, presentable, articulate, pleasant personality, efficient and tactful
• Energetic and positive
• Consistently well-groomed
• Calm and organized
• Has initiative
• Has good interpersonal skills
• Service-oriented
• Able to work on flexible shifts including overnight, weekends and holidays on rotation basis
• Able to work on overtime when needed
• Good command of both written and spoken English

Jobseekers are advised to deal directly with authorized Tiger HR Representative only.

Please beware of persons who falsely claim to be Tiger employees or ask for payment of placement/recruitement/referral/facilitation fees.They are not authorized by Tiger. Tiger does not require payment of fees from job applicants.

When in doubt, please inquiry directly with Tiger HR through the Recuitment hotline (+632) 880-7500.