Duty Manager
Core
Oversee guest experience, manage recovery plans for complaints, and act as a liaison between guests and agents during hotel stays.
Role type
Senior Front Office Duty Manager
Builds
Guest satisfaction and memorable moments for VIP and loyalty guests
Domain
Hospitality / Luxury Hotels
Deliverable
product features
Required skills
Guest relations, Conflict resolution, Upselling, Crisis management, Team leadership, Quality assurance auditing
Preferred skills
Foreign language fluency, 5-star environment experience
Technologies
Opera Cloud, MS Office Suite
Responsibilities
Implement recovery plans for guest complaints, manage guest interchange programs, conduct spot checks on guest-facing areas, drive online feedback and guest questionnaires, assist Sales and Marketing with feedback analysis, model organizational values and code of conduct.
Seniority
Senior, hands-on IC