The Front Office Duty Manager is responsible for the smooth operation of the Front Office department.  They will also be the Manger on Duty with regard to the rest of the hotel. All problems must be attended to and solved using the resources of other colleagues and leaders.

• The Front Office Duty Manager is required at all times to set a high example in regards to punctuality, appearance, attitude, leadership, guest relations, observance of Hotel Policies and Procedures, loyalty to management and interdepartmental cooperation.
• Supporting company and hotel policies and procedures including the promotion and participation in Health and Safety and Guest Satisfaction Index initiatives.
• To use discretion and tact when dealing with guest enquires problems or complaints in an efficient and professional manner without detriment to the Hotel and/or its reputation.
• Ensure that actions are taken in an effort to optimize results in guest feedback (i.e. Market Metrix, TripAdvisor) and in the Employee Engagement Survey.
• To advise the Assistant Front Office Manager & Rooms Division Manager of any matters relating to guests, their welfare and behavior as considered desirable for various reasons.
• Ensuring that all employees within Front Office are fully aware of the daily inventory, yield and revenue management, and sell rates.
• Attend to all guest complaints immediately and initiate follow-up. It is imperative that all guest complaints are dealt with promptly in order to attain Guest satisfaction, for the protection of the Hotel’s interest and document guest incidents in the Duty Manager report.
• In all incidents, provide management with reports and recommend actions to avoid repetition of any incident, accident, theft, complaints etc.
• Assist in greeting, rooming, and bidding farewell to residents.
• Ensure maximum safety for guests, patron and employees during emergencies. The protection of  the hotel’s interests must be the major concern.
• Promote inter-hotel sales and in-house facilities
• Check billing instructions and monitor guest credit.
• Analyse and approve discounts and rebates.
• Analyse the rate variance report to ensure rooms revenue control.
• When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals.
• Ensure that front line staff complies with up selling procedures and maximizes sales.
• Is fully aware of the Credit Policy.
• To be fully trained in emergency procedures and to assist in carrying out any practice drills.