Overview
As a Manager, you oversee daily operations, supervise staff, and ensure the property runs smoothly. This guide focuses on managerial functions and oversight responsibilities.
Manager Responsibilities
- Supervise front desk and service staff
- Approve discounts and refunds above staff limits
- Monitor daily operations and resolve issues
- Review daily and weekly reports
- Handle guest complaints and special requests
- Oversee inventory and purchasing
- Ensure staff follow procedures
Daily Manager Tasks
Morning Routine
- Review Dashboard for overnight updates
- Check today's arrivals and VIP guests
- Verify room readiness with housekeeping
- Review yesterday's sales and occupancy
- Brief staff on the day's priorities
Midday Check
- Monitor check-ins progress
- Address any guest issues
- Check kitchen/restaurant operations
- Review current occupancy status
Evening Wrap-up
- Review day's performance against targets
- Verify cash reconciliation completed
- Check late arrivals are handled
- Brief night staff if applicable
- Address outstanding issues
Approval Functions
Discount Approvals
Staff can apply discounts up to their limit. Larger discounts require manager PIN:
- Staff initiates discount request
- You receive notification or are called over
- Review the discount reason
- Enter your manager PIN to approve
- Transaction continues with discount applied
Pro Tip
Review discount reports weekly. High discount frequency may indicate pricing issues or staff training needs.
Refund Approvals
All refunds require manager approval:
- Staff identifies refund need
- You verify the original transaction
- Confirm refund is justified
- Enter PIN to approve
- Ensure guest signs refund slip
Void Approvals
Voiding completed orders requires approval:
- Verify reason for void
- Check if items were already served/used
- Approve with PIN
- Note reason in system
Watch For
Frequent voids or refunds by the same staff member may indicate issues. Review patterns monthly.
Key Reports for Managers
| Report | When to Review | What to Look For |
|---|---|---|
| Daily Summary | Every morning | Revenue, occupancy, issues from yesterday |
| Occupancy Report | Daily | Current and future occupancy trends |
| Sales by Category | Weekly | Which products/services perform well |
| Staff Performance | Weekly | Sales per staff, voids, discounts |
| Low Stock | Daily | Items needing reorder |
| Guest Feedback | As received | Complaints, compliments, patterns |
Staff Oversight
Monitoring Performance
Use reports to track staff effectiveness:
- Sales per shift
- Transaction count
- Average transaction value
- Discount frequency
- Void frequency
- Customer feedback
Training Moments
Use the system to identify training needs:
- Frequent errors may indicate confusion
- Low sales may mean product knowledge gaps
- Slow check-ins suggest process training needed
Handling Guest Issues
Common Situations
| Situation | Suggested Response |
|---|---|
| Room not ready | Offer lobby waiting, free drink, or upgrade if available |
| Noise complaint | Address source, offer room change if needed |
| Billing dispute | Review transaction history, adjust if warranted |
| Service complaint | Listen, apologize, offer solution, follow up |
| Request not fulfilled | Investigate, compensate appropriately, prevent recurrence |
Guest Recovery
Document all guest issues and resolutions. This helps prevent repeat problems and shows guests their concerns are taken seriously.
Inventory Oversight
Weekly Tasks
- Review low stock alerts
- Approve purchase orders
- Check for unusual consumption patterns
- Verify deliveries match orders
- Spot-check critical items
Monthly Tasks
- Review inventory value report
- Analyze waste/spoilage
- Compare cost vs. revenue for F&B
- Evaluate supplier performance
Philippine Manager Tips
- Build good relationships with local suppliers (suki system)
- Know local fiesta and holiday schedules - affects staffing and supplies
- Understand barangay requirements for events and noise
- Track PWD/Senior Citizen discounts for reporting
- Be prepared for brownouts - have backup procedures ready
Communication
With Owners/Admin
- Weekly performance updates
- Immediate notification of major issues
- Monthly detailed reports
With Staff
- Daily briefings
- Clear task assignments
- Feedback and coaching
- Recognition for good performance