Job description
Role Overview
Duty Manager position at Anantara The Palm Dubai Resort, a global luxury hotel and resort brand rooted in Thai culture.
Company Overview
Anantara Hotels & Resorts is a global luxury hotel and resort brand founded in 2001 in Thailand and expanded across the world. The company operates in some of the world's most captivating locales, from pristine beaches and private islands to ancient sites and vibrant metropolises. The brand is rooted in Thai culture with an intrinsic sense of authentic hospitality, inspired by the Sanskrit word meaning "without end," embodying freedom, movement, and harmony.
Role Purpose
The Duty Manager assists the Front Office Manager in overseeing daily Front Office operations while acting as shift leader, ensuring exceptional guest service, smooth departmental performance, and seamless cross-departmental coordination.
Key Responsibilities
Guest Service & Experience
- Monitor daily arrivals, departures, VIPs, special requests, and guest preferences to deliver personalized guest experiences.
- Handle guest complaints and service recovery promptly, ensuring timely resolution and high guest satisfaction.
Operations & Supervision
- Assist the Front Office Manager in overseeing daily Front Office operations, ensuring exceptional guest service and smooth departmental performance.
- Supervise, coach, and develop Front Office team members through training, performance monitoring, and ongoing support.
- Act as the shift leader, assuming responsibility for Front Office operations during the absence of the Front Office Manager or Night Manager.
Compliance & Standards
- Ensure compliance with hotel standards, policies, and Standard Operating Procedures (SOPs).
- Foster a positive team culture while ensuring compliance with company policies, health, safety, and security procedures.
Performance & Administration
- Maximize departmental performance by monitoring service quality, operational efficiency, costs, and upselling opportunities.
- Maintain thorough knowledge of the Property Management System (PMS), hotel facilities, room categories, promotions, and resort services.
- Prepare shift handovers, operational reports, and communicate any incidents, guest feedback, or operational issues to management.
- Support departmental administration, including budget monitoring, audits, and operational reporting.
Stakeholder Coordination
- Coordinate with Housekeeping, Reservations, Finance, Food & Beverage, Guest Relations, and other departments to ensure seamless operations.