Front Desk – Lobby Manager / Duty Manager Job Description

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Job Description, Duties, Interview Questions and Salary for Duty Manager / Lobby Manager Position in hotels

As a Front Desk – Lobby Manager / Duty Manager, you will be responsible for overseeing the daily operations of the lobby and front desk area. Your main duties will include managing guest check-ins and check-outs, ensuring guest requests and concerns are promptly addressed, and actively managing the front desk staff.

Your role will also involve managing the lobby area and ensuring that it is clean, organized, and welcoming for all guests. You will be responsible for ensuring that all staff members are following proper protocols for guest interactions, as well as ensuring that all guest information is kept confidential.

Additionally, you will be responsible for managing room reservations, ensuring that all reservations are accurate and up-to-date. You will also be responsible for handling any billing or payment issues that may arise during a guest’s stay.

To be successful in this role, it is important that you have excellent communication and leadership skills, as well as the ability to handle multiple tasks and priorities at once. You should also have a customer-focused mindset and a passion for providing exceptional service to all guests.

If you are looking for an exciting and challenging role in the hospitality industry, then a Front Desk – Lobby Manager / Duty Manager position may be the perfect fit for you.

Primarily responsible for ensuring that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff, and maintaining a calm, professional environment at all times.

Supervises and assign duty roster for F/O attendant, Concierge, Bell Counter, Guest Relations, and Business Centre. Responsible for VIP movement in the Hotel.

DUTY MANAGER DUTIES AND RESPONSIBILITIES:

  • Greets the VIP guests of the hotel. As directed by the Front Office Manager, Performs special services for VIP Guests.
  •  Assists in VIP’s arrival and departure in the absence of guest relation officers.
  •  Checks cleanliness of lobby and public areas, lights, and as well as front office staff in proper and orderly appearance and behaviour.
  •  Checks on registration cards of arriving guests and ensures all information should be filled on each card either by Guest Relation Officers or the guests.
  •  Assists in sending guest messages or faxes.
  •  Gives the instructions to the Night Reception, during the high occupancy periods, regarding walk-in guests and release rooms blocked because of no-shows
  •  Assists in handling room lock problems.
  •  Prepares and checks for VIP’s arrival and escorts guests to rooms.
  •  Coordinates with all departments concerned to maintain Front Office functions properly.
  •  Operates the front office computer system to assist front office attendants.
  •  Checks group department, fit and ensures switchboard makes appropriate wake-up calls.
  •  Handles guest complaints and other related problems and reports on the Assistant Manager’s logbook.
  •  Assists reception, business centre, cashier, concierge, and bell captain during they are busy.
  •  Answers guests’ inquiries, handles complaints, and attends to the needs of the guests.
  •  Approves and signs for allowances, rebates, etc., as required by Front Office Cashier.
  •  Authorises charges to be made for late departures and/or compliments on them.
  •  Promotes and maintains good public relations.
  •  Motivates and maintains good staff relations.
  •  Maintains and is guided by hotel policy on credit/lost and found hotel guest’s properties.
  •  Follows up on credit check report, and liaises with credit manager.
  •  To be responsible for front office operations during the absence of Front Office Manager (HO).
  •  To discuss all matters that needed to be followed up with the next shift Reception Manager.
  •  Approve the working schedule for the front office attendants and submit them to the front office manager (HO).
  •  Conducts and ensures the neat appearance of front office attendant as well as correct attitude and behaviour, discusses problems that are encountered on this point with the front office manager, assistant front office manager, and their shift leaders.
  •  Assigns and Approves Duty roster for all Front desk staff.

POSITION TITLE: DUTY MANAGER / LOBBY MANAGER

REPORTS TO: Front office manager

PREREQUISITES:

Must be able to communicate in English writing and speaking and other languages are advantages. A good personality and charm are important to the Assistant Manager in the way to represents himself on behalf of hotel management.

Education: 

Graduates with bachelor’s degree and/or diploma in hotel and restaurant management or other related field

Experience: 

Minimum of two years of experience in a similar position. Should be familiar with basic computer skills and previous experience in using Hotel management software, Telephone Switchboard.

Interview Questions for Front Desk Lobby or Duty Manager Manager Position:

When interviewing candidates for a Front Desk Lobby Manager or Duty Manager position, it’s crucial to assess their leadership skills, customer service abilities, problem-solving capabilities, and experience in hotel operations. Here are some interview questions you might consider:

  1. Can you provide an overview of your experience in hotel management, particularly in front desk operations and as a lobby or duty manager?
    • This question allows the candidate to provide a summary of their relevant experience and background.
  2. How do you ensure a smooth check-in and check-out process for guests, especially during peak times?
    • Assess the candidate’s understanding of front desk operations and their ability to manage the check-in and check-out procedures efficiently.
  3. What strategies do you employ to handle and resolve guest complaints or issues effectively?
    • This question evaluates the candidate’s interpersonal and problem-solving skills, crucial for managing guest relations.
  4. How do you ensure that the front desk team provides excellent customer service and maintains a positive guest experience?
    • Assess the candidate’s approach to leading and motivating a team to deliver exceptional customer service.
  5. Can you share an example of a time when you successfully resolved a challenging situation at the front desk?
    • This behavioral question allows the candidate to demonstrate their problem-solving and conflict resolution abilities.
  6. How do you prioritize tasks and manage the workload during busy periods at the front desk?
    • Evaluate the candidate’s organizational and multitasking skills, important for managing a busy front desk environment.
  7. What steps do you take to ensure effective communication between front desk staff and other hotel departments?
    • Assess the candidate’s communication skills and their approach to maintaining collaboration and cohesion among hotel teams.
  8. How do you handle situations where there is a shortage of staff or unexpected challenges during your shift?
    • This question evaluates the candidate’s ability to adapt to unforeseen circumstances and manage resources effectively.
  9. What technology and software are you familiar with for front desk operations, such as reservation systems or check-in software?
    • Assess the candidate’s technical skills and familiarity with tools commonly used in front desk management.
  10. How do you stay informed about local events, attractions, and services to provide helpful information to guests?
    • Evaluate the candidate’s knowledge and curiosity about the local area, as providing helpful information to guests is a key responsibility.

Salary for a Front Desk Lobby Manager / Duty Manager Position:

The salary for a Front Desk Lobby Manager or Duty Manager can vary based on factors such as the size and type of the hotel, location, and the candidate’s experience. As of my last January 2024, the average annual salary for a Duty Manager in the United States ranged from $40,000 to $60,000.

However, salary figures can change, and it’s essential to refer to the latest industry reports, salary surveys, and local job market data for the most up-to-date information on salaries for Front Desk Lobby Managers or Duty Managers.


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