Duty Manager

Villa Park, Maldives; Villa Park (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

Unknown is seeking a Guest Service Operations leader to manage daily hotel arrivals and departures. You will ensure staff punctuality, smooth check-ins, and high guest satisfaction while coordinating with housekeeping and other departments.

The role requires strong organizational and leadership skills, excellent communication, and a robust understanding of hotel operations and data reporting. A professional work ethic and customer-focused approach are essential.

Qualifications

• Proven experience as Guest Service Operations
• Full understanding of how an organization operates to meet objectives
• Knowledge of data analysis and reporting
• Excellent organizational and leadership skills
• Outstanding communication and interpersonal skills
• Diligent and firm with high ethical standards

Responsibilities

• Manage daily hotel arrivals and departures
• Ensure staff attend on time to duties, meals, and daily operations of Guest Service
• Ensure high level of customer satisfaction in arrivals and departures
• Coordinate with housekeeping and other departments
• Review shift briefing and supervise guest service staff
• Maintain room availability and upselling opportunities
• Attend guest inquiries, requests, and complaints and escalate appropriately

Skills

Leadership

Communication

Data analysis

Operations understanding

Ethical standards

Guest service experience

Education

BSc/BA in business administration or relevant field

MSc/MA in human resources (considered)

Job description

• Manage daily hotel arrivals and departure
• Ensure staff attend on time to the duty, meal time, and daily operation of the Guest Service Department.
• Ensure daily arrivals & departures are handled efficiently and high level of customer satisfaction.
• Ensure rooms are ready as per the standard, for the guest to occupy
• Ensure accurate daily arrivals guest profiles are updated to the PMS of the hotel.
• Manage daily record keeping of occupancy and bed tax book with utmost accuracy
• Attend daily operational meetings.
• Motivate & manage all the staff of the reception and others under the Guest Service Department for maximum output.
• Ensure that quality of service is being given by the Guest Service department in particular and the hotel in general.
• Coordinate the Guest Service department and development plans with management, department supervisors, and operational staff, and if any other department is involved; that department head.
• Review daily shift briefing sheets from supervisors and ensure supervision is effective in accordance to the operation
• Update with supervisors of the hotel’s available rooms for possible upselling and managed record keeping.
• Ensure all arrivals & departures attended by the GS personnel from jetty as well as reception
• Coordinate with HK, the availability of clean rooms for check-in and guests to occupy.
• Attend to guest inquiries, requests, complaints & compliments, and outcomes must be referred to the General Manager or Operations Manager.
• Work out training plans depending on the needs, in consultation with the Guest Service Manager.
• Attend emergencies of unsatisfied customers and perform recovery of guest satisfaction.
• Monitor Guest Service department personnel to ensure guests receive warm attention and personal recognition.
• Maintain effective communication with other departments notably Housekeeping & Food & beverage matters.
• The ability to display a high degree of professionalism and integrity as befitting a member of management.

Job Description

• Manage daily hotel arrivals and departure
• Ensure staff attend on time to the duty, meal time, and daily operation of the Guest Service Department.
• Ensure daily arrivals & departures are handled efficiently and high level of customer satisfaction.
• Ensure rooms are ready as per the standard, for the guest to occupy
• Ensure accurate daily arrivals guest profiles are updated to the PMS of the hotel.
• Manage daily record keeping of occupancy and bed tax book with utmost accuracy
• Attend daily operational meetings.
• Motivate & manage all the staff of the reception and others under the Guest Service Department for maximum output.
• Ensure that quality of service is being given by the Guest Service department in particular and the hotel in general.
• Coordinate the Guest Service department and development plans with management, department supervisors, and operational staff, and if any other department is involved; that department head.
• Review daily shift briefing sheets from supervisors and ensure supervision is effective in accordance to the operation
• Update with supervisors of the hotel’s available rooms for possible upselling and managed record keeping.
• Ensure all arrivals & departures attended by the GS personnel from jetty as well as reception
• Coordinate with HK, the availability of clean rooms for check-in and guests to occupy.
• Attend to guest inquiries, requests, complaints & compliments, and outcomes must be referred to the General Manager or Operations Manager.
• Work out training plans depending on the needs, in consultation with the Guest Service Manager.
• Attend emergencies of unsatisfied customers and perform recovery of guest satisfaction.
• Monitor Guest Service department personnel to ensure guests receive warm attention and personal recognition.
• Maintain effective communication with other departments notably Housekeeping & Food & beverage matters.
• The ability to display a high degree of professionalism and integrity as befitting a member of management.

Qualifications

• Proven experience as Guest Service Operations
• Full understanding of the way an organization operates to meet its objectives
• Knowledge of data analysis and reporting
• Excellent organizational and leadership skills
• Outstanding communication and interpersonal skills
• Diligent and firm with high ethical standards
• BSc/BA in business administration or relevant field; MSc/MA in human resources will be a plus

Additional Information

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