Duty Manager (Front Office)

About the role

We are seeking a Duty Manager to oversee the complete front desk operations and ensure the safety and satisfaction of our guests. The role requires managing shift efficiency, delivering outstanding guest service, and maintaining a calm, professional environment, especially during night hours.

Key responsibilities

• Supervise front desk operations, including guest registration, luggage handling, and key security.
• Provide special services for VIP guests and manage their arrival and departure experiences.
• Handle guest complaints, log issues, and coordinate resolutions with relevant departments.
• Coordinate with reservations for group check‑ins, cancellations, and holds.
• Ensure accurate credit adjustments, rebates, and master folio checks before shift end.
• Administer night audit systems in line with resort policies.
• Maintain departmental logbooks, left‑luggage control, and lobby area standards.
• Act as Manager on Duty during night shifts and respond to emergencies such as fire or flood threats.
• Monitor front office staff grooming, productivity, and training needs.
• Achieve a minimum 90% score in company audits for front office and club operations.

Required profile

• Polite, helpful and courteous attitude toward guests and colleagues.
• In‑depth knowledge of the resort’s product offering and competitors.
• Experience handling VIP guests and special attention guests.
• Strong organizational skills to manage registrations, audits, and logbooks.
• Ability to identify service improvement areas and promote teamwork.

Required skills