DUTY MANAGER SCHEDULE DAY D.M Monday G.M Tuesday EX.CHEF Wednesday F.E Thursday G.M Friday F.

E Saturday M.E Sunday EX.CHEF DUTIES AND RESPONSIBILITIES OF A DUTY MANAGER The Duty Manager performs most of the functions of the General Manager while on duty. He contacts the General Manager to get directives on arising issues which he deems of great importance or very serious. Some of the duties which the Duty Manager performs on daily basis include:1. GUEST SATISFACTION To ensure customer/guest satisfaction at all times. To this end, he takes such actions as surveying of the rooms, the restaurant, the kitchen, recreation and other areas of the hotel to ensure that they are ready, of standard and available at all times to the customers. He addresses guest's complaints, be they confusion about rates, request for deferred payments, non-availabilities, extra-ordinary requests or guest dissatisfaction, and takes action to make sure that the guest is satisfied. 2. CO-ORDINATION OF DEPARTMENTS The Duty Manager coordinates all the activities of all departments. He makes sure that all information which should be passed round for effective performance of the departments. He receives information on all pending/outstanding work, work-inprogress and other matters in all departments and ensures the furtherance and/or completion of the same. 3. UPHOLDINGN NORMS, RULES AND ORDERLINESS The Duty Manager ensures that all the norms of the hotel are respected and all the rules/procedures of operations are followed. To this end he ensures obedience to the dressing code, personal hygiene, non-Loitering rule, no abandonment of duty post, no delaying of guests order, proper service procedures, orderliness and general sanity etc. 4. HANDLING EMERGENCIES He takes appropriate decisions to tract emergencies, be they as a result of power outage, supplies that are delayed or not made, sudden breakdown of working equipment etc. He ensures that all staff who take ill or are injured while on duty receive appropriate health care and any other mishap during the shift, be they police or other related are taken care of. 5. ON-THE-JOB STAFF ASSESSMENT AND TRAINING The Duty Manager should check individual staff on duty, to ascertain whether they are

P.O. BOX 346-00606 | Cell: +254 731 619 756/+254 719 410 382| email: info@thayu.com | Web: www.thayu.com

giving the guests the required standard services as at and when due. He should have the capacity to, and apply appropriate sanctions to whip negligent, under-performing or errant staff into order as well as offer appropriate advice and education as, at and when due. 6. MAXIMIZING THE BUSINESS OF THE DAY The Duty Manager pursues the maximization of the day's business during his shift. To this end, he is always attentive to the occupancy rate and sales in all outlets. He seeks for opportunities to confirm tentative guests and attract fresh guests. He uses such incentives as discounts and give-aways for this purpose and in accord with hotels guidelines. He attends to enquires and makes reservations during his shift. In case of reservation overflow the Duty Manager has a duty to make reservation in other hotels for guests who could not be accommodated. 7. ATTENTION TO SECURITY The Duty Manager has a duty to be attentive to hotel security service requirement during his shift. To this end, he ensures that all the security gadgets and personnel (internal and external) are available, in their places and at alert all through the shift. He is attentive to see or hear unusual noise, smoke, undesirable presence or other things which may signify trouble and nip them in the bud. 8. AUTHORIZING UNUSUAL BUT NECESSARY ACTIVITIES AND INTERACTIONS The Duty Manager authorizes certain activities/actions like urgent purchases and payments, entrance into the stores, locked offices and other areas which otherwise should remain inaccessible during shifts. The Duty Manager authorizes all unusual but necessary interaction, be they, intra-departmental, inter-departmental, inter-staff, staff-guest, guest-guest and should be equipped to facilitate positive outcomes in all cases. 9. AUTHORISING MOVEMENT OF VEHICLES AND EQUIPMENT The Duty Manager authorizes all vehicular and equipment movements both inside and outside the hotel, as well as being the management representative in all interaction inside, the hotel and with the outside world during the shift. He ensures that vehicles carrying staff closing from, and coming to work are monitored. 10. REPORTING The Duty Manager writes a comprehensive report to the General Manager on all happenings in the hotel and his findings. A good Duty Manager always carries his pen and paper around during the shift to enable him note down issues to avoid forgetting. He briefs the departmental Managers on all matters that are persisting.

P.O. BOX 346-00606 | Cell: +254 731 619 756/+254 719 410 382| email: info@thayu.com | Web: www.thayu.com