Duty Manager

JOB DESCRIPTION – DUTY MANAGER

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

JOB PURPOSE

The Duty Manager is responsible for ensuring the smooth and efficient operation of Shanti Maurice Resort & Spa during the assigned shift, maintaining the highest standards of guest satisfaction, personalised service and five-star luxury hospitality.

As a representative of Management, the Duty Manager oversees daily Resort operations, handles guest concerns, supports operational teams and ensures that the Resort's standards, policies and procedures are consistently maintained.

KEY RESPONSIBILITIES

1. Guest Experience & Satisfaction

• Ensure exceptional, personalised service in line with five-star luxury hospitality standards.
• Welcome and interact with guests, particularly VIPs, repeat guests and special arrivals.
• Handle guest complaints, requests and service recovery professionally and promptly.
• Anticipate guest needs and ensure appropriate follow-up to enhance guest satisfaction.
• Maintain a visible and approachable Management presence throughout the Resort.

2. Front Office & Resort Operations

• Oversee Front Office operations, including check-in, check-out, arrivals, departures and room allocation.
• Ensure smooth daily Resort operations and effective coordination between departments.
• Conduct regular Resort inspections to monitor cleanliness, presentation, ambience and service standards.
• Ensure proper shift handovers and follow-up of outstanding operational matters.
• Support operational teams during busy periods and ensure service continuity.

3. Guest Billing & Financial Control

• Ensure accuracy of guest billing, payments, folios and financial transactions.
• Monitor outstanding guest balances and ensure proper follow-up.
• Ensure discounts, adjustments and complimentary services are duly authorised.
• Report and resolve billing discrepancies in accordance with Company procedures.

4. Reporting & Communication

• Prepare accurate daily Duty Manager reports, Front Office reports and incident reports.
• Record guest complaints, operational issues and corrective actions taken.
• Ensure effective communication and coordination between all departments.
• Keep the General Manager and relevant Heads of Department informed of significant operational matters.

5. Team Leadership & Operational Standards

• Supervise, guide and support Front Office colleagues during the assigned shift.
• Ensure high standards of grooming, professionalism, discipline and service delivery.
• Promote teamwork, accountability and a positive working environment.
• Ensure compliance with Resort policies, Standard Operating Procedures (SOPs) and Management instructions.
• Identify operational shortcomings and take appropriate corrective action.

6. Safety, Security & Management Representation

• Ensure guest and employee safety in coordination with Security and relevant departments.
• Respond effectively to emergencies, accidents and unusual incidents.
• Follow Resort emergency, fire and security procedures.
• Represent Management professionally, demonstrating discretion, integrity and sound judgement.
• Protect the Resort's reputation, guest privacy and confidential information.

QUALIFICATIONS & EXPERIENCE

• Diploma or Degree in Hospitality Management or a related field preferred.
• Previous experience in Front Office or Duty Management within a four-star or five-star hotel or luxury resort.
• Strong knowledge of guest relations, Front Office operations and hotel Property Management Systems (PMS).
• Excellent communication, leadership and problem-solving skills.
• Ability to handle guest complaints and operational challenges independently.
• Fluency in English and French; additional languages are an advantage.
• Flexible to work shifts, weekends and public holidays.

KEY COMPETENCIES

Guest Satisfaction • Luxury Hospitality • Leadership • Front Office Operations • Problem-Solving • Guest Relations • Financial Accuracy • Communication • Teamwork • Operational Excellence • Professionalism • Accountability

PERFORMANCE EXPECTATIONS

The Duty Manager is expected to ensure:

• Excellent guest satisfaction and effective complaint resolution.
• Smooth Front Office and overall Resort operations.
• Consistent five-star service and operational standards.
• Accurate billing, reporting and proper shift handovers.
• Effective teamwork and interdepartmental coordination.
• Compliance with Resort policies, safety procedures and SOPs.
• Professional conduct, reliability and a strong Management presence.

The Duty Manager must consistently reflect the service excellence, professionalism and luxury hospitality standards of Shanti Maurice Resort & Spa.