Duty Manager (Resort & Hotel) at Mandarin Bay… · Boracay

Rank: Asst. Manager

Reports To: Front Office Manager

Department: Front Office

Role Summary

The Duty Manager at Mandarin Bay Resort & Spa ensures smooth front office operations, addressing guest concerns and maintaining the highest standards of guest service expected at a 5-star resort. This role involves overseeing day-to-day activities, assisting in departmental management, and acting as a key representative of the resort management team.

Key Responsibilities

Guest Relations and Satisfaction

• Address and resolve guest complaints promptly, ensuring satisfaction and fostering loyalty.
• Engage with guests to gather feedback, continuously enhancing service quality and the overall guest experience.
• Build strong guest relationships and promote guest loyalty initiatives.

Operational Management

• Oversee front office operations, ensuring compliance with Mandarin Bay’s standards and procedures.
• Perform room and public area inspections to ensure cleanliness, safety, and quality.
• Monitor room availability and occupancy, coordinating with Housekeeping and Revenue Management to optimize revenue.
• Conduct pre-shift briefings to ensure the team is informed of daily priorities, VIP arrivals, and special instructions.

Emergency Preparedness and Security

• Maintain knowledge of emergency procedures and ensure team readiness to handle crises.
• Monitor security by controlling access to hotel keys and responding to any alarms or breaches.
• Develop and maintain crisis management and business continuity plans for the front office.

Leadership and Team Development

• Support the Front Office Manager in guiding and motivating the team, setting clear goals and expectations.
• Provide coaching and feedback to staff, fostering a positive work environment aligned with Mandarin Bay’s values.
• Manage staff schedules to maintain optimal service levels while considering budgetary constraints.

Innovation and Service Excellence

• Drive service improvements by introducing and supporting innovative practices in line with Mandarin Bay’s commitment to excellence.
• Lead sustainability initiatives within front office operations, focusing on eco-friendly practices.

Documentation and Reporting

• Maintain accurate logs of daily activities, incidents, and guest interactions.
• Present reports on front office performance, guest feedback, and any unusual occurrences to senior management.

Competencies & Skills

· Technical Skills

• Front Office Management: Proficient in managing front office operations and handling VIP guests.
• Guest Service Excellence: Advanced knowledge of 5-star hospitality standards.
• Crisis Management and Problem Solving: Ability to handle emergencies calmly and effectively.
• Resource Management: Skilled in allocating resources efficiently for guest satisfaction and operational efficiency.

· Soft Skills

• Communication: Clear, professional communicator with guests and colleagues.
• Interpersonal Skills: Strong relationship-building skills, creating a warm and welcoming atmosphere.
• Decision-Making: Ability to make sound, timely decisions to resolve issues.
• Leadership: Inspirational team leader, able to coach and motivate for service excellence.

Job Type: Full-time

Work Location: In person