Duty Manager

Job description

Company Description

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Job Description

Position:            Duty Manager

Department:    Rooms Division / Front Office

Reports to :       This position reports Front Office Manager and his / her absence to Director of Rooms  ______________________________________________________________________

 

PURPOSE OF POSITION

 

A highly motivated and service-oriented professional responsible for overseeing daily resort operations, ensuring seamless guest experiences, and maintaining the highest standards of service excellence in a luxury hospitality environment while managing day-to-day front office operations in accordance with the Hotel’s established standards.

 

KEY ROLES & RESPONSIBILITIES

·  Act as the primary point of contact for all guest-related matters during shift, providing immediate support and personalized solutions to ensure guest satisfaction and loyalty.
·  Supervise and coordinate the activities of front office, concierge, Butler service , and other operational departments during assigned shifts.
·  Ensure consistent adherence to luxury brand standards, service protocols, and guest engagement practices.
·  Handle VIP arrivals, special requests, and guest complaints with discretion, efficiency, and professionalism.
·  Conduct regular property walkthroughs to monitor cleanliness, safety, and overall guest experience.
·  Collaborate with department heads to support smooth inter-departmental operations and communication.
·  Manage emergency situations, incident reporting, and ensure health & safety protocols are followed at all times.
·  Provide leadership, coaching, and support to junior staff, encouraging a culture of excellence and accountability.
·  Monitor daily occupancy, arrivals, and departures, ensuring readiness for high-profile guests and special events.
·  Manage Butler allocation for minimum seven days and the assignments.
·  Monitor upsell, revenue and opportunities for incremental revenue to the hotel and maintain the records are maintained.
·  Represent senior management in their absence and execute critical decision-making as required.
·  Communicate with AFOM & FOM on all matters re: guest services & hotel operations
·  Monitor the performance of the team to adhere the highest standards are maintained through out shift.
·  Cover the night shift in absence of Night manager to ensure the hotel has a managerial presence throughout the day.
·  Oversee the onboarding process of new team members and handle the journey.
·  Perform one to one meeting with assign team members on monthly basis and share the outcome while executing the necessary measures.
·  Be a leader of departmental training and maintain record to achieve the target.
·  Drive the initiative of Loyalty, Guest experience, LQA, Forbes and revenue targets to ensure they are achieved for self and assigned team.
·  Cooperate, coordinate and communicate with other hotel departments / leaders for a smoother operation.
·  Be familiar with pre arrival communications for the next day to ensure the guest experience is delivered throughout the stay.
·  Go through Daily pack, Night pack, Rebate, Cashiering / Audits and any administrative functions related to finance process.
·  Meet inhouse guest during meal period to ensure guests receive prompt attention and personal recognition throughout the hotel
·  Respond to guest needs and resolve related problems while the same is updated on the logbook and communicate with respective leaders effectively.
·  Ensure the staffs scheduling are done for minimum two weeks and maintain fairness and equality among the team while welling of the team is put into consideration.
·  Inspect front of house and back of house regularly for cleanliness and orderliness by the beginning of shift and action accordingly.
·  Monitor appropriate standards of conduct, uniform, hygiene, and appearance of staff
·  Provide input for Front Office meetings and conduct daily briefings and maintain a follow up process.
·  Analyze and approve discounts and rebates while ensuring the guest complimentary budget is maintained as approved.
·  Take full responsibility of Front Office operations including staff in absence of the FOM/AFOM
·  The responsibilities for Duty Manager is not limited to above, however is required to perform related duties and special projects assigned by DOR / FOM/AFOM

 

PERSONAL ATTRIBUTES

·  Good organisational skills
·  Good level of engagement with residents
·  Ability to manage a multi-cultural workforce
·  Excellent leadership & communication skills
·  Display high levels of integrity, dedication and support for continuous improvement
·  Flexible management style to meet the challenges of a changing work environment
·  Good knowledge of the entire Front Office Operations
·  Must be a self-starter, coach & mentor who can motivate the Team to perform their best
·  Knowledge of Opera Property Management System preferred

 

QUALIFICATIONS

Degree from School for Tourism & Hotel Management