Duty Manager, Front Office

Monitor and Oversee Financial Management of the Department

·         Strategic/Business Plan development, updating and monitoring;

·         Ensures development of annual budget and cost management, within the context of Front Office operations.

Manage the Staff

·         Ensures appropriate staffing consistent with needs and within the constraints of the organization’s physical and financial resource;

·         Recruits, selects, orients and develops staff to meet standard performance;

·         Plans, organizes, directs, coordinates the Front Office Operation’s work plan, assigns projects and programmatic responsibilities, reviews and evaluates work methods and procedures, meets with staff to identify and resolve problems.

Develop, Plan and Deliver Programs and Services

·         Conducts inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking;

·         Meets and Greets VIPs;

·         Handles all Complaints;

·         Ensures working of all Front Office Policies and Procedures;

·         Ensures effective shift hand-over;

·         Be knowledgeable of Front Office systems and knows back up procedures and system recovery procedures;

·         Efficient check in and check out process;

·         Reviews and monitors early morning wake up procedures;

·         Posts room charges;

·         Maintains correct guest registration cards;

·         Maintains special programs (Casino Marketing Program);

·         Effective management of incoming and outgoing calls;

·         Maintains current Hotel information;

·         Provides information on memberships;

·         Communicates problems, resolved or unresolved to your Supervisor at shift change over and document in log book;

·         Completes knowledge of all room types, hotel matrix, and facilities;

·         Reviews arrival lists and anticipate needs;

·         Operates communication equipment;

·         Accesses and uses rooms computer programs;

·         Conducts Credit card checks;

·         Ensures staff adhere to Standards and Procedures for cash handling;

·         Maintains own cash float;

·         Corrects banking;

·         Updates Guest History Maintenance;

·         Prepares contingency reports;

·         Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service and works with Human Resources to ensure their performance is effectively managed;

·         Oversees the Night Audit Function:

o    Develops, updates and trains standards and procedures;

o    Produces Revenue Reports;

o    Performs file backup maintenance;

o    Reviews all audits and reconciliation of daily sales transactions of front office and all outlets, balancing all cash registers and reporting discrepancies to Line Managers;

o    Week end and Month end reports completed in line with policy;

o    Advises Line Managers of recurring errors;

·         Works with Superior and Front Office Manager to ensure the departmental performance of staff is productive. Duties include:

o    Assists in planning for future staffing needs;

o    Assists in recruiting in line with company guidelines;

o    Prepares and administers detailed induction program for new staff;

o    Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation;

o    Ensures training needs analysis of Night staff is carried out and training programmes are designed and implemented to meet needs;

o    Provides input for probation and formal performance appraisal discussions in line with company guidelines;

o    Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance;

o    Regularly communicates with staff and maintains good relations;

·         Works with superior in the preparation and management of the department’s budget. Duties include:

o    Assists in co-coordinating the preparation of the departmental annual budget;

o    Controls and monitors departmental costs on an ongoing basis to ensure performance against budget;

·         Demonstrates Awareness of OH&S policies and procedures and ensures all procedures are conducted safely and within OH&S guidelines and ensures your direct reports do the same;

·         Be aware of duty of care and adheres to occupational, health and safety legislation, policies and procedures;

·         Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly;

·         Initiates action to correct a hazardous situation and notifies supervisors of potential dangers;

·         Logs security incidents and accidents in accordance with hotel requirements.

·         High School graduate or equivalent education required

·         At least 3 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience

·         Computer literate

·         Possess good English communication, Mandarine Chinese is preferable

·         Able to work changing shifts, extended hours, weekends, or public holidays

Interested candidates should submit their CV & Cover Letter through below address and state the position applying as the subject. Only shortlisted candidates will be notified.

Address: NagaWorld, Samdech Techo Hun Sen Park, Phnom Penh, Cambodia

Phone numbers: 023 228822 Ext. 30416 / 30461

Email: [email protected]