Hotel Duty Manager - Guest Experience & Lobby Ops

Melco Resorts & Entertainment; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Melco Resorts Leisure (PHP) Corporation seeks a Duty Manager to provide general management support across the hotel, with a prime focus on the lobby and public areas. You will monitor guest satisfaction, security, and staff performance while ensuring smooth operations during shifts.

Responsibilities include revenue optimization, incident logging, and collaboration with Sales/Marketing. Flexible shifts, strong leadership and English proficiency are required for this role in the Manila hotel.

Qualifications

• 5 years’ work experience in a 5 star Hotel including 3 years in Front Desk.
• 1–2 years’ experience in the same capacity desirable.
• Degree holder in any field or equivalent professional training.
• Proficient in Word, Excel, Outlook; strong English written and spoken.
• Understanding of Hotel Property Management System (Opera preferred).

Responsibilities

• Takes responsibility in the absence of higher authorities in any situation requiring Management support/action.
• Monitors performance standards across the hotel, reporting issues/concerns as needed.
• Models the values and behavioral standards set by Management.
• Maximizes daily room revenue by monitoring current status and rooms availability.
• Adjusts rate strategies if revenue opportunity demands in the absence of the Senior Manager, Rooms.
• Achieves sell-out.
• Monitors efficiency levels in the different operating departments of the hotel.
• Ensures operating departments’ staffing deployments are appropriate for business volume.
• Monitors general efficiency levels throughout the hotel when on rounds.
• Monitors wastage throughout the Hotel while on rounds.
• Monitors energy consumption throughout the Hotel; ensures energy conservation without sacrificing security, comfort and quality.
• Conducts site inspections for prospective customers in the absence of Sales/Marketing personnel.
• Solicits information that can be turned into a business lead and endorses these to Sales/Marketing in relation to competitor hotels.
• Maintains a log or record of all incidents and relevant items to report in the DM Log.
• Maintains a brief record of customer feedback and takes immediate remedial actions to resolve any problems brought to their attention.
• Advises Division/Department Heads of issues pertaining to their departments.
• Ensures awareness of all incidents in the Hotel that may affect the role of the Duty Manager.
• Participates in hotel safety and security emergency situations such as fire, major accidents, etc.
• Conducts regular property patrols – minimum one external and three internal during shift.
• Oversees emergency access to normally off-limit areas.
• Interacts with customers at all opportunities.
• Oversees the Lobby operations of the hotel ensuring guests are handled quickly and efficiently.
• Creates a positive work environment for all employees.
• Resolves any issues raised by any guest to ensure their needs are met and their expectations are exceeded.
• Adheres to all Company policies and procedures.
• Performs other reasonable job duties as assigned by management.

Skills

PMS Opera

MS Office

Leadership

English proficiency

Education

Bachelor's degree or equivalent

Job description

Melco Resorts Leisure (PHP) Corporation seeks a Duty Manager to provide general management support across the hotel, with a prime focus on the lobby and public areas. You will monitor guest satisfaction, security, and staff performance while ensuring smooth operations during shifts.

Responsibilities include revenue optimization, incident logging, and collaboration with Sales/Marketing. Flexible shifts, strong leadership and English proficiency are required for this role in the Manila hotel.