How to become an excellent hotel duty manager

The hotel duty manager is usually also called the "total duty manager" and is generally held by the hotel's department directors and managers in turn. The role of the duty manager is to act as an agent for the general manager at night and on holidays. Therefore, the duty manager should be granted the general manager's authority to handle daily work, but not all the general manager's authority, such as the power to make business decisions and the power to appoint and remove cadres. The authority of the duty manager must be made clear. To be a good hotel duty manager, you should pay attention to handling the following issues:

1. Maintain communication with superiors

When the duty manager encounters major problems, he must not make blind decisions. It is necessary to promptly report to the general manager or the deputy general manager or assistant to the general manager in order to determine the correct disposal plan. Therefore, in the preparation work before going on duty, the duty manager should know and record the home address and phone number of the general manager, and preferably also the home addresses of the managers of the engineering department and security department, just in case.

When something important happens and the hotel leader must be present, the manager on duty can first ask the leader who is closer to the hotel to come to the hotel to handle the problem according to the situation.

2. Understand the situation of the duty personnel in each department

Due to the professional limitations of the position, the duty manager cannot be as familiar with the hotel’s comprehensive work as the hotel leader. This kind of comprehensive work is not enough The contradiction between being familiar with the work and being temporarily responsible for the overall work can only be solved by the close cooperation of the department staff on duty. Understand the status of the on-duty personnel in the department, including: the name of the on-duty personnel, the location of the duty room, contact number, etc.;

After the duty manager understands the names of the on-duty personnel in each department, he can first assign the focus of work to himself If the person on duty in a certain department is a department leader or an experienced administrator, then the "safety factor" can be estimated to be higher. For some problems, they can also be invited to discuss with the department, and the duty manager will finally come up with a solution. On the contrary, if the personnel on duty in a certain department are relatively weak, the duty manager should store this "information" in his mind and pay more attention during the period of duty.

3. Maintain contact with various departments and positions at all times

It is best to fix the duty room of the duty manager. If the duty room cannot be fixed due to objective conditions, then it must be At the beginning of the shift, inform all departments and the assistant lobby manager of the location and phone number of the duty room.

Maintaining contact with various departments and important positions should be "at any time". The manager on duty should notify the telephone switchboard of his whereabouts during patrols and inspections.

4. Master the business situation during duty hours

Business is the central task of the hotel. "Guests first, first-class service" as the hotel's purpose is to provide guests with maximum convenience and convenience. Satisfied, so when taking over the shift, the duty manager should learn about the business situation from the general service desk, front desk and other relevant positions. When important guests or large tour groups arrive at the store, the duty manager should go to the scene to greet and help with command and coordination, giving full play to the duty manager's initiative sex.

While the manager on duty is keeping track of the business situation, it is also best to understand the weather forecast in order to improve preparations for rainproof and windproof arrangements.

5. Parts that need to be strengthened for patrol inspection

As a whole, every part of the hotel is important. The parts that need to be strengthened by the duty manager do not depend on whether the position is important. , but depends on whether the possibility of problems occurring is high.

According to normal rules, the duty manager should strengthen the areas with the most guests (such as restaurants and lobbies, etc.) and the areas with the least number of people on duty and relatively "remote" (such as power distribution rooms, elevator machine rooms) Make rounds or call frequently to check on the situation.

6. Act within your capabilities and give full play to your functions

If a manager on duty hands over problems that can be handled to the leader or takes on problems that cannot be handled, it does not count. He cannot be considered as a qualified duty manager even if he plays a functional role.

The manager on duty must have a clear mind. Analysis and judgment require fast response and high accuracy. Since everyone has different abilities and different environments, for the same thing, if the "predecessor" The duty manager can handle the situation well, but you feel that you are unable to do so. Do not take risks. Think about the problem from a sense of responsibility rather than vanity to avoid causing losses to the work.

Although some issues are of great importance, time allows to postpone the statement, and the manager on duty is not sure, he can wait until the hotel leader goes to work before making a decision.

7. Continuously learn and improve adaptability

The manager on duty should pay attention to learning other people’s good experiences and practices, and pay attention to summarizing the experience and lessons learned in his own work practice, and strive to improve his ability to adapt to the situation. The ability to deal with various problems.

Problems that occur in hotels at night are regular. Public security and engineering problems are usually the most common. However, the manifestations of these problems are ever-changing and can be said to be multifarious. This requires the duty manager to have strong adaptability. This adaptability is completed by the ability of observation and analysis, comprehensive judgment, design ability, deployment ability, and organization and implementation ability. The basis of this adaptability is hotel business knowledge. , the accumulation of natural science knowledge and work experience is not a simple ability.

8. Make good manager records and shift handover work

At the end of the shift, the manager on duty must carefully record the shift and handover work, especially the "legacy" issues that need to be resolved. It is necessary to implement the centralized handling departments one by one and record them in written form for inspection and implementation.

For problems handled during the shift, a post-report report should be made. Explain the situation at that time to the general manager or deputy general manager or assistant to the general manager, as well as the process, plan and results of handling the problem, and listen carefully. Leaders’ opinions on their work on duty.

In short, an excellent shift manager needs to have proficient work skills. This includes some thinking skills, organizational skills, performance management and personal work charisma. The job of the duty manager is a highly responsible and demanding job. It is an art and knowledge of hotel management. Through this job, you can deepen your learning and understanding of various hotel business knowledge, and you can continuously enrich and improve yourself. Continuously grow knowledge and talents over time.