Duty Manager

Evolveback; India; On-site; INR 300,000 - 540,000; Full time

Job summary

Evolve Back Resorts in India is seeking a guest communications professional to support customers and resort staff by operating systems across the resort. You will anticipate needs, handle complaints, and ensure rapid information flow to maximize guest satisfaction.

The role includes coaching staff on sales pitches, maintaining SOP-driven processes, managing documentation, and contributing to learning and development to deliver the Evolve Back Experience.

Responsibilities

• Anticipates guests’ needs and provides rapid solutions to complaints.
• Trains the team to use sales pitches and updates daily targets.
• Manages team motivation, sets daily targets, and coordinates with other departments.
• Maintains and manages documents per SOPs; oversees day-to-day operations.
• Supports learning and development; provides tools to deliver The Evolve Back Experience.
• Ensures adherence to processes within the Responsible tourism framework.
• Gains thorough knowledge of resort operations and product details.

Job description

1. Job Role

To provide prompt, effective communications support for customers and Resort staff by operating systems of Evolve Back Resorts.

2. Job Description

A Guest Orientation

Anticipates guests’ needs and takes them into consideration. Handles guest complaints & provides a rapid solution, providing information, selling facilities, checking premises, reporting any damages and breakdowns and checking if repairs have been completed.

B Commercial / Up selling.

Trains the team to use and apply sales pitches. Updates & communicate to team regarding daily targets and performance scores with team (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, quality survey scores, etc.).

C Team Management and Cross-Departmental Responsibilities

Develops employees’ motivation and team spirit by creating a good working atmosphere. Setting up daily target for team. Utilize the team with optimum efficiency. Performance evaluation of team. Coordination with Other Department.

D Documentation

Maintain & manage the documents as per SOPs. Overlooking day-to-day operation of the whole facility.

E Learning & Development.

Provides employees with the tools and environment they need to deliver The Evolve Back Experience.

F Process Adherence

Ensures all initiatives and processes are within the company’s Responsible tourism framework.

G Product Knowledge.

Should have thorough knowledge of Resort & operations.