Job Summary

Directly supervises all Front of House personnel including Front Office, Connectivity, Guest Services and Host. The Duty Manager ensures proper completion of all operational duties. Directs and coordinates the activities of the front desk, guest bookings reservations, Resort movement and overall Guest Journey. Ensure financial procedure as well as guest satisfaction and brand standards. The Duty Manager is in charge of motivating the team and keep track of the departmental goals until completion. Their interpersonal abilities make them an exceptional point of contact with every guest, to ensure their stay is as seamless and memorable as possible.

 

Key Duties and Responsibilities

 

▪ Foster the culture of ‘We Create Joy’ within the Front of House Departments and the resort.

▪ Lead the Front of House teams according to the OO Brand vision and ultra-luxury standards

▪ Report to shift on time, dressed in the issued uniform, and groomed as described in the grooming standards.

▪ Attend morning meeting with Heads of Departments.

▪ Conduct pre-shift briefing and share the most relevant information on the daily operation.

▪ Supervision of Front of House teams including grooming standards, team coordination, checking and completion of the assigned duties.

▪ Ensure all Operations reports are accurate and used properly. ▪ Ensure the teams deliver to the highest level of service including efficiency, guest comfort and convenience, genuine care for the guest. Conduct regular Forbes and LQA Audit.

▪ Ensure that all guest requests are dealt with in a timely and professional manner, working together with any department involved.

▪ Ensure the team places guest preferences, allergies, and any other information in SAGA according to standard.

▪ Perform random daily checks to ensure guest written/text communication is sent according to standard.

▪ Monitor the proper use of the ALICE/HotSoS system.

▪ Coordinate daily Arrival and Departure experience. Welcome, farewell and assist guests with any requests, enquiries, and directions.

▪ Communicate with colleagues any relevant information, via email, line-ups or one on ones. ▪ Ensure all colleagues have proper supplies and tools for their daily tasks and activities.

▪ Ensures that all guest-access areas within the assigned sections are always kept clean and tidy (I.e. rooms, corridors, room entrances and terraces).

▪ Prepares weekly schedule for the Front of House Departments.

▪ Maintain intra-departmental relations and communication to achieve synergy within the department and the daily operation.

▪ Handle guest complaints efficiently.

▪ Make sure all pre-arrival communication is sent accurately in a timely manner.

▪ Monitor and test colleagues’ knowledge, identify training needs and organize training sessions or other tactics to improve their colleagues’ skills, knowledge etc.

▪ Closely monitors training records and ensures that training is performed in accordance to monthly goals

▪ Perform random checks in all occupied and arriving rooms to ensure that all standards are maintained.

▪ Reinforces and Monitor all Front Office procedures to ensure accurate billing and correct cash-handling, check-cashing, and credit policies.

▪ Lead Pre-arrival meeting with the rest of the rooms department.

▪ Anticipate guest amenity prior arrival and ensure the most personalized experience is planned before arrival.

▪ Monitor key Guest satisfaction data such as ReviewPro, ALICE, GMH response time, etc.

▪ Implement suggestive selling techniques to sell and promote services of the resort

▪ Create, implement, and update Standard Operating Procedure related to the operation.

▪ Enforce and assessing Policies and Procedures ▪ Coordinate and organize departmental meetings in a timely manner.

▪ Manage staff’s payroll including extra hours, vacation, sick leaves, public holidays, and special absences.

▪ Process any disciplinary actions as required by the operation and do a proper follow-up with Human Resources when necessary.

 

Product

 

▪ Always represent and promote One&Only Resorts and to the best of his/her abilities

▪ Adhere of company ethics & antibribery policies ▪ Understand, instill, and live the Company Philosophy

▪ Ensure compliance with all brand standards, O&O markers, quality standards, and SOP

▪ Always maintains workplace discipline in accordance with company philosophy, policies, and procedures

▪ Demonstrate an ability to maintain confidentiality and privacy

▪ Contributes to the overall company operational targets as well as daily business decisions

▪ Know how to use ALICE systems, GMH, OPERA, Open Table, and SAGA to ensure a smooth operation and effective communication

▪ Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules

▪ The Operations Manager has sound product knowledge of all villas, as well as the services provided by the Host Department and all the hotels’ departments and their respective schedules.

▪ Gain a comprehensive understanding of all outlets, opening hours, menus, amenities, activities

▪ He/she is knowledgeable about the facilities and services provided by the sister-hotels of the One&Only Resorts Group.

 

Quality

 

▪ Utilize LQA and Forbes Travel Guide luxury service standards during training and pre-shift meetings to instill appropriate levels of knowledge and understanding of colleagues

▪ Ensure compliance with guidelines and standards

▪ Improve guest satisfaction

▪ Improve service consistency and efficiency as well as timeliness of service

▪ Effective complaint handling and problem resolution

▪ Ensure all guests’ requests are successfully completed

▪ Look after guests who need special attention with the upmost care and accuracy such as VIP or specific management request

 

Skills, Experience & Educational Requirements

 

▪ English Level: Fluent

▪ Proficient in MS Office, ALICE and Micros Opera.

▪ Exceptional communication and interpersonal skills.

▪ Natural leadership and management abilities.

▪ Qualified financial analyst with billing knowledge.

▪ Critical thinker and a remarkable problem solver.

▪ Expertise in product and brand knowledge.

▪ Excellent project management skills.