Job Description
Duty Manager
As a senior member of the Front Office function, he/she is responsible for assisting with the overall management of the front office function, ensuring accurate processing of all guest and external operator accounts, creating, and maintaining systems and procedures to ensure service quality and maintaining a high level of communication with all resort Departments.
Requirements / Qualification
- Minimum two years of experience in a similar role in a 5-Star Hotel or Resort.
- Strong knowledge in Opera (or Fidelio) CMS & PMS, Word, Excel and Windows based software
- Strong leadership and management skills, with experience supervising and leading a team.
- Fluent in verbal and written English, with additional proficiency in a European language preferred.
- Ability to work under pressure in a diverse multi-cultural team.
Key Duties / Responsibilities
- Create guest engagement to ensure that guest expectations are met/ exceeded and guests are comfortable in the resort.
- Identifies training needs, develops formal training plans and implements training programs for discussion and proposal to the Front Office Team to further improve the Front Office Team.
- Handle and resolve guest complaints and take necessary actions, create service recovery to exceed guest expectations and maintain a follow up until guests departure.
- Check the list of VIP in-house guests on a daily basis and ensure that a feedback is taken regularly. If any issue is reported, the DM to attend the issue and resolve it.
- Manage and coordinate all excursions with all relevant departments.
- Create new experiences which can be offered to guests with the coordination with other relevant departments.
