Duty Manager

Roles and Responsibilities

Please note that this is not an exhaustive list of everything that needs to be done. Anantara employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

• To be the main point of guest contact 24 hours.
• Monitor all night arrivals, ensuring all requests are carried out smoothly. Ensure all reservations are honoured or dealt with as quickly and smoothly as possible. Deal with VIP room inspections/arrivals/departures.
• Ensure all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.
• Complete the night audit in line with the standards and procedures of the resort for night manager.
• Submit housekeeping and cleaning requests as required.
• Ensure all team members are up to date with current facts of the hotel products and services including room types, rates, relatives and facilities, food and beverage outlets, spa and health club.
• Attend training sessions as required.

Qualifications

• A degree or diploma in Hotel Management or equivalent.
• Luxury hospitality experience of 2-4 years in related field or a minimum of 2 years’ experience in the same role.
• An in-depth knowledge of the hotel, leisure, or service sector.
• Excellent communication and leadership skills.
• Strong organizational and multitasking abilities.
• Familiarity with hotel management software.
• Have a genuine passion for people and the industry.

Desired Candidate Profile

1. Leadership and Management

• Team Leadership: Ability to lead, motivate, and manage a team of employees, ensuring they perform their duties efficiently and effectively.
• Decision-Making: Making quick, informed decisions, especially during emergencies or when operational challenges arise.
• Delegation: Delegating tasks and responsibilities appropriately to team members to ensure all operational needs are met.

2. Customer Service and Communication

• Customer-Focused: Prioritizing excellent customer service, resolving complaints, and ensuring a positive experience for customers or guests.
• Conflict Resolution: Handling customer complaints and issues with professionalism and efficiency, ensuring their resolution in a timely manner.
• Clear Communication: Communicating effectively with staff, customers, and senior management, providing clear directions and updates.

3. Problem-Solving and Critical Thinking

• Handling Emergencies: Reacting quickly and calmly to emergencies, accidents, or any other situation that may arise, ensuring the safety of all involved.
• Operational Challenges: Identifying issues related to operations, staffing, or equipment and resolving them promptly to avoid disruption in services.
• Proactive Approach: Anticipating potential issues and addressing them before they escalate.

4. Organizational Skills

• Time Management: Managing multiple tasks and responsibilities during a shift, ensuring deadlines are met, and operations run smoothly.
• Scheduling: Creating and managing staff schedules, ensuring adequate staffing levels for various shifts and operations.
• Operational Oversight: Ensuring all business operations, from opening to closing, are carried out efficiently, including handling cash, overseeing deliveries, or managing guest check-ins/check-outs.

5. Financial and Operational Acumen

• Budgeting and Cost Control: Keeping track of operational costs, handling cash management, and ensuring financial processes are followed.
• Inventory Management: Ensuring inventory levels are maintained and restocked as needed, overseeing ordering processes and stocktaking.
• Sales and Revenue Management: Monitoring sales performance, ensuring targets are met, and finding opportunities to increase revenue during shifts.

6. Flexibility and Adaptability

• Shift Management: Working flexible hours, including nights, weekends, and holidays, depending on the business operation needs.
• Adaptability: Quickly adapting to new systems, procedures, or customer needs and managing change effectively within the operational environment.