Duty Manager

JOB DESCRIPTION – DUTY MANAGER

Property: Shanti Maurice Resort & Spa
Department: Front Office / Rooms Division
Position: Duty Manager
Reports to: General Manager
Responsible to: General Manager / Resort Management

JOB PURPOSE

The Duty Manager is responsible for the smooth and efficient operation of the Resort during the assigned shift, ensuring that the highest standards of guest service, Front Office operations and luxury hospitality are consistently maintained.

The Duty Manager represents Management during the shift and ensures that:

• Guest service standards are maintained at all times;
• Front Office operations run smoothly and efficiently;
• Guest billing and financial procedures are accurately followed;
• Daily operational, Front Office and incident reports are properly completed;
• Guest complaints, requests and service recovery are handled professionally;
• Resort operational standards and Standard Operating Procedures (SOPs) are maintained;
• Safety and security procedures are followed;
• Effective communication and coordination are maintained between departments; and
• The Resort's image, standards and reputation are protected at all times.

KEY RESPONSIBILITIES

1. Guest Experience & Service Excellence

• Ensure the highest level of personalised and professional service to all guests.
• Act as a principal Management contact for guests during the assigned shift.
• Welcome and interact with guests, particularly VIPs, repeat guests and guests requiring special attention.
• Handle guest complaints, concerns and requests promptly and professionally.
• Ensure appropriate follow-up until guest concerns are satisfactorily resolved.
• Coordinate service recovery within the level of authority assigned to the position.
• Monitor guest feedback and immediately address service deficiencies.
• Anticipate guest needs and take proactive action to enhance the guest experience.
• Maintain guest privacy, discretion and confidentiality.

2. Front Office Operations

• Supervise Front Office operations throughout the assigned shift.
• Ensure efficient check-in and check-out procedures.
• Monitor arrivals, departures, occupancy, room status and special requests.
• Ensure rooms are appropriately allocated according to guest requirements and operational priorities.
• Monitor VIP arrivals and ensure all arrangements are properly coordinated.
• Ensure Reception, lobby and other Front Office areas are maintained to luxury hotel standards.
• Ensure proper shift handovers and follow-up of outstanding matters.
• Support Front Office colleagues during peak operational periods.

3. Operational Standards

• Ensure that Shanti Maurice Resort & Spa's operational and service standards are consistently maintained.
• Conduct regular Duty Manager rounds throughout guest and operational areas.
• Monitor cleanliness, presentation, ambience and service delivery.
• Ensure compliance with Resort SOPs, policies and procedures.
• Identify operational deficiencies and ensure immediate corrective action.
• Escalate significant or recurring operational issues to the appropriate Head of Department.
• Maintain a visible Management presence throughout the Resort.
• Ensure that any issue that may negatively affect the guest experience is addressed promptly.

4. Billing & Financial Control

• Ensure the accuracy of guest billing and Front Office financial transactions.
• Monitor guest accounts, folios, postings, deposits, credit limits and payment arrangements.
• Ensure billing discrepancies are investigated and corrected promptly.
• Verify that discounts, rebates, complimentary services and adjustments are properly authorised.
• Ensure compliance with cash-handling and financial-control procedures.
• Review outstanding balances and ensure appropriate follow-up.
• Immediately report significant financial discrepancies or irregularities.

5. Reporting & Communication

• Ensure that daily Front Office reports, Duty Manager reports, operational reports and incident reports are accurately completed and submitted.
• Record all significant guest complaints, operational incidents and actions taken.
• Ensure proper communication and handover between shifts.
• Communicate important guest and operational information to the relevant departments.
• Immediately inform senior Management of serious guest, operational, safety, security or reputational matters.
• Attend Management and operational meetings when required.

6. Team Leadership & Supervision

• Lead, supervise and support Front Office colleagues during the assigned shift.
• Ensure employees maintain the required standards of grooming, behaviour and professionalism.
• Monitor attendance, punctuality and operational coverage.
• Ensure employees understand and follow Resort policies, procedures and SOPs.
• Provide guidance, coaching and operational support to team members.
• Promote teamwork, cooperation and effective communication.
• Ensure instructions and operational decisions follow the established Management and reporting structure.
• Lead by example and demonstrate the professional standards expected from a member of Management.

7. Interdepartmental Coordination

• Work closely with Housekeeping, Reservations, Food & Beverage, Culinary, Engineering, Security, Spa and other departments to ensure seamless Resort operations.
• Coordinate room readiness, guest requests, special arrangements and operational priorities.
• Ensure operational issues involving several departments are followed through until resolution.
• Facilitate effective communication between Front Office and other departments.
• Support other operational departments when required to ensure continuity of guest service.

8. Safety, Security & Emergency Procedures

• Be fully familiar with Resort emergency, fire, evacuation and security procedures.
• Respond appropriately to accidents, medical emergencies, security incidents and other unusual situations.
• Coordinate with Security, Engineering and senior Management during emergencies.
• Ensure guest and employee safety remains a priority.
• Complete appropriate incident documentation.
• Attend mandatory emergency, safety, security and operational training.
• Ensure potentially sensitive incidents in guest areas are handled discreetly and professionally.

9. Professional Conduct & Management Representation

• Represent Shanti Maurice Resort & Spa professionally at all times.
• Demonstrate integrity, discretion, maturity and sound judgement.
• Maintain appropriate professional relationships with guests and colleagues.
• Handle disagreements and conflicts calmly and professionally.
• Ensure no inappropriate conduct or confrontation occurs in guest-facing areas.
• Protect confidential guest, employee and Company information.
• Avoid conduct that could negatively affect the Resort's operations, guest experience or reputation.
• Comply with Company policies, procedures and reasonable Management instructions.

10. Attendance & Reliability

• Maintain regular and punctual attendance.
• Report for scheduled duties according to the approved roster.
• Attend scheduled Management meetings, operational briefings and training.
• Follow established procedures regarding absence, lateness and changes to scheduled duties.
• Ensure adequate Management and Front Office coverage during the assigned shift.
• Obtain appropriate authorisation before making significant staffing or operational changes.
• Demonstrate the reliability and accountability expected from a Duty Manager in a five-star luxury Resort.

QUALIFICATIONS & EXPERIENCE

• Diploma or Degree in Hospitality Management, Hotel Management or a related discipline preferred.
• Previous experience in Front Office operations within a 4-star or 5-star hotel/resort, preferably in a supervisory or Management position.
• Previous Duty Manager, Assistant Front Office Manager or equivalent experience preferred.
• Strong knowledge of luxury guest-service standards.
• Good knowledge of Front Office procedures, guest billing and financial controls.
• Experience in complaint handling and service recovery.
• Knowledge of hotel Property Management Systems (PMS).
• Good understanding of hotel safety and emergency procedures.
• Strong leadership, communication and problem-solving skills.
• Excellent command of English; French and additional languages are an advantage.
• Flexible to work shifts, evenings, weekends and public holidays.

KEY COMPETENCIES

Luxury Guest Service • Front Office Operations • Operational Excellence • Guest Billing • Reporting • Leadership • Service Recovery • Problem-Solving • Decision-Making • Communication • Interdepartmental Coordination • Reliability • Accountability • Professional Conduct • Safety & Security • Attention to Detail

PERFORMANCE EXPECTATIONS

The Duty Manager is expected to consistently demonstrate:

• High guest satisfaction and professional complaint resolution;
• Smooth and efficient Front Office operations;
• Maintenance of five-star operational and guest-service standards;
• Accurate guest billing and compliance with financial procedures;
• Accurate and timely operational and incident reporting;
• Effective communication and shift handovers;
• Strong attendance, punctuality and reliability;
• Effective team supervision and interdepartmental coordination;
• Compliance with SOPs, safety and security procedures;
• Professional Management presence throughout the Resort; and
• Conduct that protects and enhances the image and reputation of Shanti Maurice Resort & Spa.