Duty Manager

Position: Duty Manager Job Category: Rooms & Guest Services Operations, Property Management Location: Powai, Mumbai Schedule: Full-Time Joining: Immediate (earliest possible) Relocation: NA (accommodation facility not available) Salary : 30K to 40K (negotiable based on the experience, last salary drawn, subject knowledge and interview performance) Company Details: - This is for our Serviced Apartment, Powai, Mumbai. It is an unique offering in the market with 5 star hotel level amenities and services, combined with modern, upscale home like set-up. A true Serviced Apartment in India. All units being 1 BHK with separate Living, Kitchen, & Bedroom. Job Description This role is for an experience candidate who has worked as Asst Manager / Duty Manager or similar role in 4/5-star hotels, having involved into various functions at core level so as to come on board and build and implement policies, SOPs, systems, and processes for various functions. Policies & SOPs Drafting of Policies, SOPs, Communication and Execution Protocols, Training Materials for various functions (Guest Services, Front Office, Room Amenities & Services, Property Management & Housekeeping, etc.) Implementation, continuous review, continuous improvement (kaizen). Front Office: Administering front office functions and supervising staff on a daily basis. Front Office shift allocation, leave management. Day-to-day operations management. Hiring, Training, and nurturing of Front Office staff. Ensure Front Desk functions without errors, identify if any lapses and rectify in real time. Perform to fill-in the duty as and when needed in case of absence or peak workload. Ensure billing, and recovery, keep track of all invoices and payments (using accounts team in the back-end). Guest Services Understand the various guest services, set processes, operational and communication protocols. Monitor & oversee all guest service son daily basis. Identify challenges, and work on improvements in guest services. Continuous improvement in enhancing the Guest Experience. Set-out system for receiving guest feedback, and implementing improvements based on feedback. Identify critical guests, VIP arrivals, meet & greet, attend guests as necessary. Property Management: Understand if any challenges w.r.t. room amenities, common infrastructure, work on resolution / improvement. Work on strategies to minimize guest discomfort, inconvenience by minimizing downtime dueto defects, troubles, and underlying costs. Continuous improvement on property upkeep and maintenance, decorum, etc. Work on SOPs for room amenities, pilferage/damage by guest, recovery system, etc. Oversee inventory management. Management Reporting Preparation and Presentation of Weekly and Monthly reports to the management. Periodic / Adhoc discussions consultation with managements about rates, services, amenities, food, property, challenges and opportunities, etc. Skills

• Excellent Verbal / Written, ability to write professional emails, drafting of documents, presentations, etc.
• Excellent mathematical comprehension to understand and interpret numbers as they
• apply to operations in hotels.
• Hospitality attitude and aptitude, customer centric, effective in communication.
• Thorough organization and supervisory skills.
• Natural team player, having patience, negotiation skills, good into dispute/grievance resolution with all stakeholders, calmly handling the situations, etc.
• Encouraging and building mutual trust, respect, and cooperation among team members.
• Able to work under pressure and deal with stressful situations during busy periods.
• Trying to continuously improve services, enhance guest experience, reduce redundancies, and reduce costs.