Duty Manager

Key Responsibilities

• Daily Operations Management – Oversee the resort’s day-to-day operations ensuring seamless functionality across all departments.
• Guest Relations – Address and resolve guest concerns and feedback promptly and professionally, maintaining high service standards and enhancing guest satisfaction.
• Team Leadership – Provide guidance and support to staff during shifts, ensuring operational efficiency, staff productivity, and adherence to service standards.
• Emergency Management – Serve as the first point of contact for emergencies or incidents, coordinating responses and reporting to senior management as required.
• Policy and Procedure Compliance – Ensure all resort policies, procedures, and standards are consistently followed and upheld.
• Interdepartmental Coordination – Collaborate with department heads to resolve operational issues and enhance service delivery.
• Reporting – Prepare daily operational reports including guest feedback, incident logs, and shift summaries for senior management review.
• Health and Safety – Ensure compliance with health, safety, and hygiene regulations to provide a secure environment for guests and staff.
• Guest Experience Oversight – Oversee the entire guest journey from reservations to departure, ensuring a seamless and exceptional experience.
• Professional Development – Support the growth and development of reservation agents and front office staff to strengthen succession planning.
• KPI Management – Establish and monitor key performance indicators for the Front Office and guest satisfaction to drive service excellence.
• Front Office Operations – Assist with guest check‑ins and check‑outs, ensuring all procedures are followed accurately and efficiently.
• Cross‑Departmental Support – Assist in various hotel areas, including Food & Beverage operations, to eliminate potential service issues.
• Proactive Guest Service – Respond promptly to requests, leading by example and fostering a proactive and resourceful team culture.
• Health and Safety Responsibility – Ensure the well‑being of all patrons, guests, and staff members adhering to the resort’s safety protocols and procedures.

Prior experience in a leadership role is essential. Previous experience with Property Management Systems is required. Must be proficient in Microsoft Windows applications. A university or college degree in a related discipline is preferred. Must maintain a polished and professional presentation. Strong ability to resolve issues effectively while maintaining positive guest interactions. Highly dependable with a strong sense of accountability. Capable of performing efficiently in a fast‑paced environment.

Ability to work seamlessly within a team‑oriented setting. Must prioritize guest needs, remaining calm, courteous, and attentive at all times.