Duty Manager (Thai) - Hotel Indigo Bangkok Wireless Road

FINANCIAL RETURNS

• Supports the upselling activities of the hotel and train the team in upselling techniques.

• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, ensuring that guests receive value for money and adhere to IHG brand standards. 

• Adhere to the hotel’s selling strategy of demand-based pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.   

PEOPLE

• Receives absentee calls and ensures appropriate Department Heads are notified.

• Communicate effectively both verbally and in writing to provide clear direction to team members, observing performance and encouraging improvement.

• Interview, select, train, supervise, evaluate, counsel, and administer disciplinary procedures for Front Office team members.   

• Assists with team scheduling and roster to provide adequate coverage of shifts.

• Implements effective staff roster.

• Trains the team to ensure warm, caring, friendly, genuine interactions with guests and each other. 

• Maximizes the team’s productivity through meaningful training and direction.

• Actively take part in training the team, facilitating formal training sessions and on-the-job training to ensure that all team members are of the same standard.   

• Lead and motivate team members by leading by example and employing competent and consistent management practices.

• Attending training where and when required. 

• Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets. 

• Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, and HR guidelines, appropriately discipline when and where required. 

• Conducts PDRs, one-on-one meetings throughout the year, ensuring that the feedback given to team members is fair, unbiased and provides a platform for continued improvement, according to the IHG standards. 

• Be involved with succession planning and development of high potential team members to ensure that all team members are trained to progress to the next level of their career. 

• Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and know what is expected of them. 

GUEST EXPERIENCE

• Monitor lobby traffic and assign team members as required. 

• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.    

• Review VIP reservations and ensure the proper handling of VIPs and groups, administer amenity orders, and manage incoming guests.   

• Ensures that all guests are warmly welcomed and recognized in accordance with hotel standards.

• Ensures comfort and satisfaction of all hotel guests by liaising with guests and other departments, whenever required.

• Update the system by inputting inventory and non-inventory groups, monitoring special reservation handling requests and overseeing rate changes for in-house guests.  

• Address complaints promptly and effectively by taking appropriate action and ensuring follow-up to resolve the issue where necessary. 

• Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation. 

• Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual. 

• Allocate rooms in accordance with guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management. 

RESPONSIBLE BUSINESS

• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests. 

• Apply IHG’s brand standards in every action, acting as a role model and example of how the standards should be carried out in a practical setting.  

• Knowledge of the hotel’s facilities and services as well as basic knowledge of IHG Brand.

• Up to date with information on facilities, attractions, places of interest, sights and activities in and around the hotel. 

• Liaise with Sales, Reservations and Business Development teams to handle corporate guests. 

• Always makes himself/herself available to guests.

• Promote IHG One Rewards and its associated benefits to guests who are not already enrolled in the program, ensuring that existing IHG One Rewards members receive personal and professional service that recognizes them as important guests and that their benefits are received. 

• Supports the team with the check-in process as well as escorting guests to their rooms. Makes corrections or adjustments to ensure seamless check-in procedure if necessary.

• Check-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information is confirmed, IHG One Rewards is inquired about, and the method of payment is secured.    

• Provides Executive Management and department heads with reports of all incidents. Takes action to avoid repetition of any incidents, accidents, thefts or complaints.

• Actively champions Risk Management policies, procedures, goals and objectives to include guest / Associate safety and health, protection of all hotel and guest property, and all relevant legislated requirements. 

• Conducts hotel inspection after normal office hours when no sales associate is available following the Hotel Indigo house-tour standard.

• Compute daily schedules and other reports, analyze data and make decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly forecasts of expected arrivals and departures.  

• Coordinates Front Office operations during shift, including Front Desk and Housekeeping to always ensure guest service excellence and adherence to the hotel standards and procedures.

• Ensure communication, coordination and cooperation between the Front Desk and other operating departments, specifically Housekeeping, F&B and Accounts. 

• Proactive in observing operational needs across the hotel, enlisting associates from other departments to assist in areas where business demands are higher. Gives feedback to relevant department heads.

• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.  

• Effectively communicates and liaises with team members on all levels, understanding the importance of teamwork within hotel operations.

• Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members. 

• Ensure that the Front Office Manager is kept aware and up to date of operational issues. 

• Ensure that the day-to-day functions of the front desk are completed, including but not limited to shift checklists, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, discount and rate discrepancies, and registration cards.   

• Check registration cards, meeting and function information, billing instructions, financial records and reservation backup to ensure that all information received is acted upon. 

• Complete reports were and when requested, ensuring that they are completed and delivered on time to the respective parties. 

• Actively manages an oversold situation in accordance with hotel policy and procedure to ensure guest satisfaction.

• Coordinates the maintenance and utilization of the Guest History database, to ensure that all guests receive special attention.

• Demonstrates thorough knowledge and encourages active selling of all products, services and special events within the hotel, leading by example.

• Completes Quality Assurance room inspections and regular property walks, ensuring that any maintenance needs are attended to in a timely manner.

• Reviews all in-house accounts to ensure correct room rates are charged and authorizes rebates/credits to guest’s accounts as necessary.

• Acts in the capacity of Night Manager.

• Ensures that computer saves, and backup reports are regularly done and assists in maintenance of all information and communication systems, to provide guest service excellence within in safe working environment. 

• Maintain the hotel systems to ensure accuracy of information and data, ensuring that it is easy to use and operated in an organized and systemized way.   

• Ensure that the Front Desk equipment and systems are always functioning, and that the area is maintained in a clean, tidy and organized way. 

• Recommends new policies and procedures to improve guest service standards and achievement of departmental and hotel strategic goals.

• Take responsibility for the hotel as the Duty Manager in the absence of the Assistant Front Office / Front Office Manager and attend meetings as requested.

• Adhere strictly to standard cash handling procedures amongst team members, ensuring that all team members balance their float and drop the required amount.  

• Always adhere to the company’s credit policy when handling cash, credit card transactions, city ledgers, and third-party payments for rooms, meetings, F&B and other. 

• Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations. 

• Manage costs effectively by minimizing and controlling expenses. 

• Manage and approve rebates, refunds and discounts where applicable. 

• Maintain safety deposit boxes, ensuring that guests’ valuables are always safe and secure. 

• Maintains daily logbook and conducts informative handover to the next shift ensuring that all relevant information is passed on clearly and that relevant managers are notified as necessary.

• Completely understands, implements and ensures adherence to the local areas of the labor code and hotel policies.

• Is competent in the safe management of a fire or other emergency, taking responsibility for an emergency evacuation procedure as required.

• Comply with Health & Safety, Emergency Management, Disaster manuals, Fire procedures and regulations.   

• Performs any other duties and projects as assigned by FOM, RDM and GM.

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.