Duty Manager

Key Responsibilities

Guest Experience & Service Excellence

• Ensure all guests receive warm, professional, and personalized service in line with 5-star resort standards.
• Handle VIP arrivals, long-stay guests, repeat guests, and special requests.
• Resolve guest complaints efficiently and professionally to achieve high guest satisfaction.
• Conduct lobby presence and interact with guests proactively.
• Ensure smooth check-in and check-out experiences.
• Follow up on guest feedback, online reviews, and service recovery actions.

Front Office Operations

• Supervise Front Desk, Concierge, Bell Service, Guest Relations, and Telephone operations during the shift.
• Monitor room status, room allocation, and occupancy to maximize operational efficiency.
• Ensure compliance with resort policies, procedures, and brand standards.
• Coordinate closely with Housekeeping, Engineering, Security, F&B, and other departments.
• Prepare and review daily operational reports and shift handovers.
• Ensure cash handling and billing procedures are followed accurately.

Team Leadership

• Lead and motivate Front Office associates during assigned shifts.
• Conduct daily briefings and communicate important operational updates.
• Support training and coaching of Front Office team members.
• Maintain discipline, grooming, and professional appearance standards.
• Assist in performance monitoring and team development.

Safety, Security & Emergency Handling

• Act as the senior representative on duty during emergencies or major incidents.
• Ensure compliance with fire, health, safety, and security procedures.
• Handle accident reports, guest incidents, and unusual situations appropriately.
• Coordinate emergency response and communication when required.

Administrative Duties

• Prepare incident reports, logbook updates, and shift summaries.
• Monitor guest requests and ensure timely follow-up.
• Support room inspections and quality audits.
• Assist management with operational projects and special events.

Requirements

• Bachelor’s degree or Diploma in Hospitality Management or related field preferred.
• Minimum 3–5 years of Front Office experience in an international hotel or luxury resort.
• Previous supervisory or Duty Manager experience preferred.
• Strong leadership, communication, and problem-solving skills.
• Excellent guest service mindset and professional appearance.
• Ability to work under pressure and handle challenging situations calmly.
• Good command of English; additional languages are an advantage.
• Familiar with PMS systems such as Opera or similar hotel systems.

Competencies

Leadership & Decision Making

Guest Service Excellence

Communication & Interpersonal Skills

Conflict Resolution

Operational Coordination

Attention to Detail

Crisis Management