Duty Manager – Operations & Guest Experience

Cornerstone Global Partners; Santo Niño 1st; On-site; PHP 600,000 - 900,000; Full time

Job summary

Cornerstone Global Partners is seeking a Duty Manager – Operations & Guest Experience for a premier convention centre. You will be the on-duty operational leader ensuring flawless event delivery and peak guest satisfaction.

You will lead shift briefings, manage workforce deployment, monitor vendors, and handle escalations from organizers with tact and decisiveness. English is essential; Mandarin is a plus.

Qualifications

• Diploma/Degree in Hospitality, Tourism, Event Management, Business or related discipline.
• Proven track record leading operations teams in high-volume environments such as MICE venues or hotel/resort operations.
• Strong English communication; Mandarin preferred for regional client liaison.

Responsibilities

• Lead shift briefings and workforce deployment to ensure seamless event execution.
• Serve as primary escalation point for client and organizer requests and feedback.
• Manage vendor performance and monitor SLAs to uphold standards.
• Conduct safety inspections and ensure compliance with operational protocols.
• Oversee daily event operations across all facility areas during shifts.
• Document incident reports and shift logs for cross-departmental follow-up.
• Provide proactive insights for process improvements and technology adoption.

Skills

Leadership

Operations

Customer experience

Vendor management

Problem solving

English proficiency

Mandarin (preferred)

Education

Diploma/Degree in Hospitality, Tourism, Event Management, Business

Job description

Duty Manager – Operations & Guest Experience

Our client is an internationally renowned convention centre welcoming millions of international delegates, organizers, and visitors.

To uphold their commitment to operational excellence and service delivery, they are seeking a Duty Manager to serve as the custodian of guest experience and leader.

The Role

As the key operational leader on duty, you will ensure seamless execution across all event activities and maintain high safety standards and drive exceptional customer experience.

You will lead shift briefings, direct workforce deployment, manage vendor performance, and serve as the primary escalation point for client and organizer requests.

Responsibilities

• Champion an exceptional guest experience by anticipating organizer and visitor needs.
• Maintain a high-visibility and presence to engage key clients, gather feedback and resolve complex inquiries.
• Serve as the Senior Reporting Officer on duty, handling escalations, complaints, and special requests with tact and sound judgment.
• Operational Excellence & Shift Leadership
• Oversee daily event operations across exhibition halls, meeting facilities, and public spaces to ensure flawless execution.
• Conduct comprehensive shift briefings for internal teams and partners, ensuring optimal manpower deployment.
• Monitor vendor and supplier performance to safeguard SLAs and contractual standards.
• Conduct regular quality and safety inspections of facilities and operational zones.
• As the Senior Reporting Officer during emergency situations, lead calm, coordinated, and decisive response efforts.
• Maintain comprehensive shift logs and detailed incident reports for efficient cross-departmental follow-up.
• Contribute proactive insights towards continuous process improvement and operational technology integration.

Requirements

Diploma/Degree in Hospitality, Tourism, Event Management, Business, or a related discipline.

Proven track record in leading operations teams within high-volume environments (e.g., MICE venues, integrated resorts, premium hotels, airport operations, or large-scale commercial property management).

High level of physical agility to conduct extensive venue walk-throughs across multi-level facilities during shifts.

Excellent written and spoken English. Proficiency in Mandarin is preferred to liaise effectively with regional and Greater China clients/delegates.

Proactive, tech-savvy (comfortable with paperless processes and operational tools), calm under pressure, and a strong real-time problem solver.

Our client offers competitive salary and vibrant corporate culture with dedicated initiatives for employee well-being and career progression.

What can I earn as an Operations Manager