**Description:** **Job Purpose:** The Duty Manager, working alongside the front office manager, is responsible for supervising and managing the front drive and lobby areas of bell, valet, door, call center and front desk in conjunction with all other departments of the hotel. Ensures an efficient and smooth day to day front office operations, while all hotel guests and visitors receive an optimum level of service and care. **Duties & Responsibilities:** + Welcome guests and visitors in a friendly, prompt, and professional manner. + Supervise daily front office operations to meet guest and team expectations. + Adheres to the practice that everyone sells, works in human resources, guest services and everyone is a lost prevention officer. + Foster internal friendships in order to drive team work and achieve results. + Follow up on any pending tasks from manager on duty reports accordingly. + Review and block daily room assignments alongside front office manager, ensuring room readiness. + Perform check-in and check-out procedures using Opera Cloud, and all guidelines are adhered for registration. Obtain guest information and ensure that the assigned room type and rate are correct. + Coordinate with housekeeping and guest experience in assisting with room inspections when needed. + Register guests, issue room keys, provide accurate information pertaining to the hotel and local area. + Communicates room statuses with housekeeping to coordinate timely check-ins and check-outs. Informs housekeeping of early arrivals, late departures, “rush” rooms on queue, and guest stayovers. + Assist guest experience team with in room check in, VIP, hotel and room orientation escorts when needed. + Conduct pre-shift briefings with front office team to relay all pertinent guest information and operational requirements are shared. Review daily event sheet, in-house groups, participate in daily line up, and be knowledgeable about hotel facilities, updated on activities, promotions and happenings in the hotel. + Provide a consistent level of guest recognition and deliver of personalized services. + Maintain thorough knowledge of room rates, room packages/promotions, room types, room availabilities and occupancy levels. + Assist with room reservation calls for modifications, bookings, and cancellations when needed. + Ensure that guest services call center team is properly functioning, and all devices/headsets/systems are in order. Escalate any issues with IT and front office manager. + Be compliant with all standard operating procedures of billing. + Review billing accurately, assist with unresolved billing matters. + Up-sell rooms where possible to maximize hotel revenue. + Maintain manager on duty banks during shift and follow hotel bank procedures. + Analyze rate variance report for room revenue control and rebates. + Monitor all billing activities within front desk, such as cash handlings, paid-outs, petty cash, and rebates. + Follow up on any unresolved billing discrepancies and inform front office manager of any discrepancies. + Ensure bell team are handling all luggage/storage/parcel deliveries in a timely manner and log book system is accurate/updated. + Ensure valet team are assisting guest and visitor vehicles smoothly, and parking areas are organized. + Monitor front drive for flow of traffic and all staff such as valet and bell are available ready to assist incoming and outgoing activities. + Liaise with guest experience team in handling all guest requests. + Provide strong front office operation presence. + Ensure staff are actively greeting and acknowledging all guests and visitors in the lobby and front drive areas to provide prompt assistance. + Complete end of day manager on duty reports and supervise shift handover procedures. + Resolve guest complaints, ensuring guest satisfaction, escalate any unresolved matters to front office manager. + Assist in department orientation and training of the hotel service standard, procedures and programs. + Cover night manager shifts and perform all functions of night operational duties. + Ensure work station is set up with necessary supplies and resource materials. + Inspect cleanliness of lobby, front drive, front of house and back of house areas. + Monitor and maintain cleanliness and sanitation of assigned work areas. + Provide positive feedback to staff daily. + Encourage staff to anticipate guest needs. + Motivate and provide a work environment which brings out the best in staff. + Acknowledge staff successes and recognize contributions. + Coach and provide feedback with staff when required. + Assist in developing of The Standard front office team. + Be fully conversant with hotel fire & life safety/emergency procedures/guest evacuations. + Attend all briefings, meetings and trainings as assigned by management. + Report for duty on time wearing clean and complete uniform. + Maintain a high standard of personal appearance and hygiene. + Perform other duties assigned by leadership team. **Qualifications, Knowledge and Skills:** + Long periods of standing and moving about public areas. + Service oriented with an eye for details. + Ability to work effectively and contribute in a team. + Self-motivated, energetic and friendly personality. + Must be well-presented and well-groomed at all times. + Excellent reading, writing and oral proficiency in English language, additional languages a plus. + Work flexible schedules and willing to work shift duties that will include days, evenings, overnight, and holidays. + Minimum hotel background in rooms division, supervisory level experience required. + Strong communication, organization, problem-solving, follow-up and telephone skills. + Prior experience in Opera a plus. **Qualifications:** **Job Purpose:** The Duty Manager, working alongside the front office manager, is responsible for supervising and managing the front drive and lobby areas of bell, valet, door, call center and front desk in conjunction with all other departments of the hotel. Ensures an efficient and smooth day to day front office operations, while all hotel guests and visitors receive an optimum level of service and care. **Duties & Responsibilities:** + Welcome guests and visitors in a friendly, prompt, and professional manner. + Supervise daily front office operations to meet guest and team expectations. + Adheres to the practice that everyone sells, works in human resources, guest services and everyone is a lost prevention officer. + Foster internal friendships in order to drive team work and achieve results. + Follow up on any pending tasks from manager on duty reports accordingly. + Review and block daily room assignments alongside front office manager, ensuring room readiness. + Perform check-in and check-out procedures using Opera Cloud, and all guidelines are adhered for registration. Obtain guest information and ensure that the assigned room type and rate are correct. + Coordinate with housekeeping and guest experience in assisting with room inspections when needed. + Register guests, issue room keys, provide accurate information pertaining to the hotel and local area. + Communicates room statuses with housekeeping to coordinate timely check-ins and check-outs. Informs housekeeping of early arrivals, late departures, “rush” rooms on queue, and guest stayovers. + Assist guest experience team with in room check in, VIP, hotel and room orientation escorts when needed. + Conduct pre-shift briefings with front office team to relay all pertinent guest information and operational requirements are shared. Review daily event sheet, in-house groups, participate in daily line up, and be knowledgeable about hotel facilities, updated on activities, promotions and happenings in the hotel. + Provide a consistent level of guest recognition and deliver of personalized services. + Maintain thorough knowledge of room rates, room packages/promotions, room types, room availabilities and occupancy levels. + Assist with room reservation calls for modifications, bookings, and cancellations when needed. + Ensure that guest services call center team is properly functioning, and all devices/headsets/systems are in order. Escalate any issues with IT and front office manager. + Be compliant with all standard operating procedures of billing. + Review billing accurately, assist with unresolved billing matters. + Up-sell rooms where possible to maximize hotel revenue. + Maintain manager on duty banks during shift and follow hotel bank procedures. + Analyze rate variance report for room revenue control and rebates. + Monitor all billing activities within front desk, such as cash handlings, paid-outs, petty cash, and rebates. + Follow up on any unresolved billing discrepancies and inform front office manager of any discrepancies. + Ensure bell team are handling all luggage/storage/parcel deliveries in a timely manner and log book system is accurate/updated. + Ensure valet team are assisting guest and visitor vehicles smoothly, and parking areas are organized. + Monitor front drive for flow of traffic and all staff such as valet and bell are available ready to assist incoming and outgoing activities. + Liaise with guest experience team in handling all guest requests. + Provide strong front office operation presence. + Ensure staff are actively greeting and acknowledging all guests and visitors in the lobby and front drive areas to provide prompt assistance. + Complete end of day manager on duty reports and supervise shift handover procedures. + Resolve guest complaints, ensuring guest satisfaction, escalate any unresolved matters to front office manager. + Assist in department orientation and training of the hotel service standard, procedures and programs. + Cover night manager shifts and perform all functions of night operational duties. + Ensure work station is set up with necessary supplies and resource materials. + Inspect cleanliness of lobby, front drive, front of house and back of house areas. + Monitor and maintain cleanliness and sanitation of assigned work areas. + Provide positive feedback to staff daily. + Encourage staff to anticipate guest needs. + Motivate and provide a work environment which brings out the best in staff. + Acknowledge staff successes and recognize contributions. + Coach and provide feedback with staff when required. + Assist in developing of The Standard front office team. + Be fully conversant with hotel fire & life safety/emergency procedures/guest evacuations. + Attend all briefings, meetings and trainings as assigned by management. + Report for duty on time wearing clean and complete uniform. + Maintain a high standard of personal appearance and hygiene. + Perform other duties assigned by leadership team. **Qualifications, Knowledge and Skills:** + Long periods of standing and moving about public areas. + Service oriented with an eye for details. + Ability to work effectively and contribute in a team. + Self-motivated, energetic and friendly personality. + Must be well-presented and well-groomed at all times. + Excellent reading, writing and oral proficiency in English language, additional languages a plus. + Work flexible schedules and willing to work shift duties that will include days, evenings, overnight, and holidays. + Minimum hotel background in rooms division, supervisory level experience required. + Strong communication, organization, problem-solving, follow-up and telephone skills. + Prior experience in Opera a plus. **Primary Location:** TH-10-Bangkok **Organization:** The Standard, Bangkok Mahanakhon **Job Level:** Full-time **Job:** Front Office **Req ID:** BAN002566 Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.