Duty Manager

The Duty Manager is responsible to oversee the daily operations of the Guest Relations and Security in monitoring and maintaining the daily functions of the hotel operation. Act as the main contact for associates and other hotel departments in the absence of the Head of Management.

Key areas of accountability:

• Star Selection
• Training & development
• Coaching & performance review
• Safety & Emergencies
• Guest Experience & Department Support
• Controlling & Reporting
• Outcomes to be achieved:

In this position, you are accountable to achieve the outcomes listed below:

Star Selection

• All stars selected meet the essential requirements of the employee specifications for their position

Training & development

• Stars passing probation period have been trained in all essential tasks as per self-leadership assessment form

• Training plans for all stars are prepared, implemented and regularly update

• Star performers and high potentials have access to further professional and personal development training as per training plan

• An active talent spotting programme is in place to support succession planning and career growth for shining stars.

Coaching & performance review

• All employees complete a self-leadership review and attend a formal performance review before the end of their probation

• On job performance is regularly observed and assessed informally. Good performance is acknowledged, poor performance is coached

• All direct reports receive a formal annual performance review prior to contract renewal

Safety & Emergencies

• Guests and staff are coordinated during an emergency and excellent knowledge of first aid and fire procedures are known to practice whenever it’s necessary

• Safety and Security of the resort is observed and any irregularities are reported immediately and action is taken

Guest Experience & Department Support

• All guests experiencing a problem have received an appropriate response, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner

• All guest requests, complaints, incidents, accidents, lost items, broken or damaged items including guests, employees or resort items are reported

• Executive Assistant Manager, Resident Manager and General Manager are assisted if requested

• All departments in times of pressure are assisted, where reasonably possible

Controlling & Reporting

• Daily rooms spot check for arrivals are conducted

• All departments are contacted to ensure communication of the day’s activities, events and operational information

• All company policies are followed by all employees in every department

• Daily inspections of all hotel facilities ensuring all areas are maintained to a high standard of cleanliness

• Smooth and detailed handover for the night duty manager is ensured and controlled

• Any sensitive information concerning employees, guests or the resort are handled confidentially

Other duties are performed as assigned by the Head of Management.