Duty Manager

We are seeking a proactive and guest-focused Duty Manager. You will act as the face of the luxury 5* hotel, ensuring seamless service delivery and resolving guest concerns promptly and professionally. Your leadership and problem-solving skills will be critical in maintaining our reputation for outstanding hospitality.

Key Responsibilities:

• Act as the primary point of contact for guest inquiries, concerns, and feedback, ensuring a prompt and satisfactory resolution.
• Oversee day-to-day operations, particularly during peak hours, and ensure smooth coordination across departments.
• Lead and inspire the front desk, concierge, and guest services teams to deliver exceptional service.
• Handle escalated guest issues with professionalism and empathy.
• Monitor guest satisfaction metrics and implement initiatives to enhance the guest experience.
• Prepare and monitor accounts, ensuring correct account procedures are followed.
• Assist in training and mentoring staff to uphold the highest hospitality standards.
• Manage VIP 5* guest experiences, ensuring personalized service and attention to detail.
• Ensure compliance with hotel policies, procedures, and standards.
• Prepare shift reports and communicate relevant details to the management team.

Qualifications:

Personal Attributes:

• Good organisational skills.
• Good level of engagement with guests.
• Ability to manage a multicultural workforce.
• Excellent leadership and communication skills.
• Display high levels of integrity, dedication, and support for continuous improvement.
• Flexible management style to meet the challenges of a changing work environment.
• Good knowledge of the entire Front Office Operations.
• Must be a self-starter, coach, and mentor who can motivate the team to perform their best.
• Knowledge of Opera Property Management System preferred.

Qualifications:

• Degree from School for Tourism & Hotel Management.
• Luxury experience in a 5* hotel is a must.

Experience:

• Minimum 3-5 years relevant experience with at least 1 year as a Duty Manager.

Remote Work: No

Employment Type: Full-time