Duty Manager

Evolve Back Resorts; Kolkata District; On-site; INR 400,000 - 640,000; Full time

Job summary

Evolve Back Resorts in Kolkata invites a Guest Orientation Specialist to anticipate guests' needs, handle complaints, provide rapid solutions, and promote resort facilities. You will train the team on sales pitches and monitor daily targets, occupancy, and service quality to enhance the guest experience.

You will also manage documentation, ensure adherence to processes, and contribute to learning and development, keeping the Evolve Back Experience consistent across operations.

Responsibilities

• 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.
• 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.
• 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.
• Maintain & manage the documents as per SOPs. Overlooking day-to-day operation of the whole facility.
• Provides employees with the tools and environment they need to deliver The Evolve Back Experience.
• Ensures all initiatives and processes are within the company’s Responsible tourism framework.
• Should have thorough knowledge of Resort & operations.

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.