Duty Manager

**_“The world is yours with Meliá”_**

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family

**Discover some of the benefits we offer**:

- **My MeliáRewards**: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.
- **My MeliáBenefits**: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.

Be proud to belong to Meliá as we are proud of you

**Mission**:
Under the general direction of the Front Office Manager, and within the limited of established Melia hotels policies and procedures, provides supportive functional assistance to all departments; interact with guests and members of the community. Coordinates with all departments in the hotel. Promote the desired work culture and values of trust, integrity and respect, following the Melia Brand ethos.

**Main Responsibilities**:

- Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
- Provides functional assistance and direction to all departments.
- Cooperates, coordinates and communicates with other hotel departments as required.
- Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
- Responds to guest needs and resolves related problems
- Supervises and directs Reception personnel.
- Supports and assists Front Office personnel and all departments at peak periods.
- Prepare welcome cards with Director Of Rooms’s Signature for VIPs and MAS member guests, ensures them receive special attention.
- Inspects front of house and back of house regularly for cleanliness.
- Assists Guest Experience Manager in greeting, rooming, and sending off VIP guests.
- Hand over VIP guest information and pending issues with Guest Experience Manager on duty and follow up properly.
- Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
- Promotes inter-hotel sales and in-house facilities.
- Checks billing instructions and monitors guest credit
- Analyses and approves discounts and rebates.
- Analyses the rate variance report to ensure rooms revenue control
- Takes action with the Property Management Systems (PMS) in emergency situation.
- Fully conversant with all hotel emergency procedures.
- Ensures front line staff complies with FIT marketing techniques and maximize sales.
- Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:

- Assists in planning for future staffing needs
- Assists in recruiting in line with company guidelines
- Prepares and administers detailed induction program for new staff
- Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
- Ensures training needs analysis of Front Office staff is carried out and training programs are designed and implemented to meet needs
- Provides input for probation and formal performance appraisal discussions in line with company guidelines
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
- Regularly communicates with staff and maintains good relations
- Works with superior in the preparation and management of the department’s budget. Duties include:

- Assists in co-coordinating the preparation of the departmental annual budget
- Controls and monitors departmental costs on an ongoing basis to ensure performance against budget
- Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
- Be aware of duty of care and adhere 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
- Initiate action to correct a hazardous situation and notify supervisors of potential dangers
- Log security incidents and accidents in accordance with hotel requirements

**Requirements**:

- Education and training: college degree or above
- Languages: Fluent Vietnamese and English in both written & spoken
- Work experience in other companies (in case of external selection): 2 years in the hospitality industry in a similar position in a 5 star, luxury hotels

**At Meliá we are all VIP**

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.

Our warmth, proximity and passion for what we do make working at Meliá an unforg