Front Office Duty Manager

We are seeking an experienced and dynamic Front Office Duty Manager to join our team. In this key role, you will be responsible for managing the first impressions of our guests by ensuring exceptional service and smooth operations at the front office. You will work closely with the Director of Rooms /Assistant Guest Service Manager to oversee Front Office shifts, maintain a calm and professional environment, and handle guest inquiries and issues efficiently.

Key Responsibilities

• Welcome, greet, and engage with guests, ensuring a warm and professional arrival and departure experience.
• Meet and greet VIP guests and major corporate clients upon arrival, ensuring personalized attention and services.
• Coordinate special services and facilities for long-stay guests and VIP arrivals to enhance their experience.
• Address guest inquiries and concerns promptly and professionally, ensuring a high level of guest satisfaction.
• Manage, record, and resolve all guest complaints efficiently, maintaining detailed records of incidents and resolutions.
• Supervise and manage the front office team, including island hosts, porters, guest relations, and call center staff, ensuring duties are assigned and performed effectively.
• Ensure that all front office policies, procedures, and standards are consistently followed.
• Handle and record management issues or emergencies that arise, ensuring prompt and effective resolutions.
• Maintain an organized and efficient work environment for the front office team.
• Conduct regular training sessions for the front office team to ensure service standards are met and exceeded.
• Provide guidance and support to team members, fostering a positive and collaborative working environment.
• Evaluate team performance and provide constructive feedback for improvement.
• Monitor guest reviews and feedback on a daily basis, collaborating with the Guest Service Manager to implement action plans for improvement.
• Conduct follow-ups with guests to ensure that their concerns have been resolved to their satisfaction.
• Stay updated with all resort products, services, and emergency procedures to provide accurate information to guests.
• Communicate effectively with other departments to ensure seamless guest experiences and efficient operations.
• Participate in departmental meetings to provide updates and suggest improvements.

Qualifications

• A degree or diploma in Hotel Management or a related field.
• Proven experience in a similar role as a Senior Supervisor or Duty Manager in a reputable resort or hotel.
• Excellent leadership skills with the ability to motivate and manage a team effectively.
• Exceptional communication skills with a friendly and professional demeanor.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Calm and efficient in handling pressure and emergency situations.
• Strong problem-solving skills and attention to detail.
• Proficiency in hotel management software and Microsoft Office Suite.
• Fluency in English; additional language skills would be an advantage.

Additional Information