To supervise, direct, assist, and assure the completion of Front Office and Housekeeping Operations functions to insure profitability, control costs and quality standards. Rooms Division Duty Manager to be fully versed on the Langham Brand Standards and Forbes Service Standards and communicates this information to the Guest reception team.

• Leads and motivates all Guest Reception colleagues to include training, communicating objectives for the day, disciplining and performance evaluations to ensure adherence to all service and productivity standards.
• Perform guest check-in and check-out functions as needed
• Rotate with Duty Managers as needed/required to perform duties of the Night Manager.
• Checks and coordinates with room reservations, front office systems, supplies forecasting and department budget to maximize revenue.
• Ensure Show Time is conducted in all areas and all colleagues are fully versed in Langham’s company philosophy, Brand Standards and Forbes service standards.
• Communicates with guests and colleagues both verbally and in writing questions and provide clear direction in advising and instructing staff in work. Organizes, conducts and/or attends meetings to obtain and share information
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Ensure that current information on rates, packages and promotions is available at the front desk and that all colleagues are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Inspect grooming and attire of colleagues; rectify any deficiencies.
• Constantly monitor colleague performance in all phases of service and job functions. Rectify any deficiencies with respective colleagues
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up. If there are delays, guest must be notified.
• Monitor the colleagues’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective colleagues.
• Assist Front Office colleagues with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with colleagues to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with accounting policies and standards.
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Office procedures.
• Assist colleagues with expediting problem payments.
• Anticipate sold-out situations and know how many rooms are overbooked. Assist with and handle overbooked or “relocated” guests.
• Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations.
• Anticipate low occupancy periods and coordinate blocking of rooms with Housekeeping to minimize labor costs, deep cleaning and maintenance of rooms.
• Review the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel.
• Utilize the 1865 report and any and all guest preferences while preparing arrivals.
• Monitor VIP arrivals; greet and escort them to their room.
• Work closely with Housekeeping management coordinator to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print special requests report and block according to specifications.
• Balance room types daily.
• Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
• Print and review masters for departed groups; check accuracy and distribute to accounting.
• Review flag reports and follow up accordingly.
• Coordinate delivery time of amenities with Private Kitchen, ensuring timely delivery.
• Review requests for late check-outs and approve according to occupancy. Communicate this information to Housekeeping.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
• Print report on discrepant rooms, research discrepancies and enter current status accordingly.
• Complete bucket check nightly.
• Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security where necessary.
• Ensure all closing duties for colleagues are completed before each colleague signs out.
• Provide feedback to colleagues on their performance. Handle disciplinary problems and counsel employees together with Front Office and/or Housekeeping management.
• Foster and promote a cooperative working climate, maximizing productivity and colleague morale.
• Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
• Complete all paperwork and closing duties.
• Review status of assignments and any follow-up action with on-coming Supervisor.
• Assist management with conducting monthly departmental meetings.
• Attend designated meetings.
• Provide guest room tours.
• Assist in strategizing control of room inventory to maximize revenues.
• Other duties as assigned by management which may not have been mentioned.

• Maintain guest room quality in accordance to Langham and Forbes standards.
• Compile and report accurate room status of guest rooms to the front office.
• Enforce standard procedures for the recovery, security, and return of guest lost and found items.
• Supervise levels of inventory and supplies for guests using inventory control check lists and purchase orders. Keep written records of usage and uses forecast information as a tool, to assure supplies are available at all times.
• Inspect guest rooms and document discrepancies on a daily / weekly basis to ensure standards are met.
• Ensure staff adheres to Hotel Policies and Procedures; take corrective action when necessary.
• Order and receive supplies so as to control purchases, inventory and costs.
• Responds immediately by acting upon negative guest and/or colleague comments/circumstances to take corrective action to ensure guest and colleague satisfaction at all times.

Requirement

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