Duty Manager

The Duty Manager will be responsible for overseeing the daily operations and ensuring smooth guest experiences. They act as the first point of contact for guest concerns, staff issues, and operational challenges. He/she will play a crucial role in maintaining the resort's reputation for excellent service and efficient operation.

Key Responsibilities:

1. Guest Relations:

• Ensure high standards of guest service and satisfaction by addressing guest inquiries, complaints, and special requests.
• Provide assistance to guests during their stay, ensuring they feel valued and well taken care of.
• Handle check-ins, check-outs, and reservations when necessary.
• Oversee VIP guest services and coordinate any special arrangements.

2. Staff Supervision:

• Supervise and manage resort staff, including front desk, housekeeping, food and beverage, and recreational departments during shifts.
• Ensure staff adherence to policies and procedures, ensuring a high standard of service.
• Conduct training, coaching, and performance evaluations for staff.
• Manage staff schedules, shifts, and allocation of duties.

3. Operational Management:

• Ensure that all areas of the resort are functioning smoothly, including front office operations, guest services, housekeeping, and maintenance.
• Coordinate with the maintenance team to ensure that any issues are addressed quickly, including room maintenance or facilities problems.
• Monitor inventory and ensure supplies are replenished when necessary.
• Ensure compliance with health and safety regulations, including emergency protocols.

4. Problem-Solving & Conflict Resolution:

• Resolve guest complaints and operational issues promptly and professionally.
• Handle any staff conflicts or issues that arise during shifts.
• Manage emergency situations, such as accidents, weather-related problems, or other crises.

5. Administrative & Financial Duties:

• Ensure that financial transactions are processed correctly, including billing and payment procedures.
• Perform end-of-shift reports, including occupancy and revenue statistics, ensuring all paperwork is completed accurately.
• Ensure the correct handling of cash, credit card transactions, and refunds.

6. Communication:

• Communicate effectively with department heads, senior management, and staff to ensure smooth operations.
• Regularly update management on guest feedback, operational issues, and performance.
• Maintain clear communication with other resorts and benchmark for competition purposes

7. Security and Safety:

• Ensure that security protocols are followed, including managing keys, room access, and security personnel.
• Monitor guest safety and handle emergency situations when necessary (e.g., fires, accidents).

8. Marketing and Promotion:

• Support resort promotional activities and marketing campaigns by providing excellent service to guests.
• Inform guests about resort facilities, amenities, and activities.
• Submit monthly Reports

Skills and Qualifications:

• Customer service-oriented with excellent interpersonal and communication skills.
• Leadership abilities to supervise and motivate a team.
• Problem-solving skills to handle guest complaints and operational issues.
• Time management skills to handle multiple tasks in a fast-paced environment.
• Knowledge of resort operations, including front office systems, housekeeping, and maintenance.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Previous experience in hospitality management or as a supervisor in a resort or hotel setting.

Preferred Qualifications:

• Degree or diploma in Hospitality Management, Business Administration, or a related field.
• Experience with property management software (e.g., Opera, Protel).
• Experience working in a luxury resort environment.

Reports To: Human Resource and Operations manager

How to Apply:

All applications will be received and Reviewed through BrighterMonday Portal by Clicking on the 'Apply Here' section