Duty Manager

Fairmont La Hacienda will offer guests one of the most exclusive resorts in southern Spain.

Situated on the San Roque coast, in a unique and privileged enclave near Sotogrande, it features a luxurious 5-star hotel and branded residences, showcasing breathtaking sea views.

Guests at Fairmont La Hacienda will indulge in a luxury resort experience with access to pools, a spa, fitness facilities, a grand ballroom, and flexible meeting spaces.

Surrounded by two of southern Europe's most renowned golf courses, the hotel provides an exclusive retreat for golf enthusiasts, beach lovers, and discerning travelers. 

Duty Manager in the Front Desk Department is responsible for the daily operations of the reception area. They and their team play a vital role as the core of guest service in the hotel. Their role is not only operational or guest-facing but also carries significant responsibility as they represent the hotel as acting manager during specific periods.

Responsibilities

Administrative

• Assist in preparing and updating Front Desk operating procedures.

• Help the Front Desk Manager conduct team meetings and ensure effective communication.

• Represent the department in the absence of the Front Desk Manager and act as the highest authority in the hotel during their duty if no senior manager is present, handling guest complaints and decision-making within their capacity.

Guest Service

• Handle guest and internal customer complaints courteously and efficiently, following up until resolved.

• Maintain positive interactions with guests and coworkers, fostering a productive work environment.

• Ensure staff provide courteous and professional service, adhering to quality standards and Fairmont’s service philosophy.

• Assist in welcoming VIP and long-stay guests.

• Frequently audit and ensure guests receive the best service during check-in/out, sharing feedback with staff.

• Be present during peak times to oversee operations and serve as a role model in guest interactions.

Financial

• Maximize team productivity through multitasking and flexible scheduling to meet financial and guest expectations.

• Manage Front Desk costs proactively to ensure efficiency without compromising guest experience.

• Maximize room sales and hotel revenue via performance management, upselling, and inventory control, collaborating with other department heads.

• Assist in revenue and expense forecasting and annual business planning.

• Ensure compliance with financial policies, cash handling, and record-keeping.

Operational

• Report directly to the Front Desk Manager and support concierge and guest relations managers.

• Oversee department standards consistently across subdepartments.

• Possess deep knowledge of PMS and support its optimal use.

• Promote sustainable, digital operations, minimizing waste.

• Manage overbooking situations, securing alternative accommodation with guest satisfaction focus.

• Ensure public areas are clean, operational, and meet standards, coordinating with housekeeping and maintenance.

• Oversee VIP and special request room preparations and arrivals.

• Collaborate closely with housekeeping and engineering for room availability and maintenance.

• Ensure Fairmont, LQA, and Forbes quality standards are integrated into daily work, emphasizing emotional intelligence and personalized guest care.

• Lead quality improvement plans following audits.

• Foster teamwork and cooperation with other departments.

• Ensure guest data entry complies with data protection laws.

• Can perform Night Manager duties as needed.

Personnel

• Assist in recruiting and selecting staff following hotel guidelines and competency-based approaches.

• Monitor punctuality, appearance, and uniform standards.

• Support team development and career growth through training and mentoring.

• Prepare work schedules based on occupancy and events.

• Encourage creativity and innovation among staff, recognizing contributions.

• Model company values and maintain discipline in compliance with safety and fire regulations.

Education and Experience Required

• Previous experience in similar positions is essential; experience in the luxury and resort segment is highly valued.

• Fluency in both Spanish and English is required at a professional level, spoken and written. Additional languages are a plus.

• Proven experience using PMS and other hotel systems is required, with special emphasis on knowledge of Opera Cloud.

Qualifications

• Dynamic “can-do” attitude

• Adaptability and proactivity

• Teamwork and team management

• Leadership

• Training and coaching skills

• Ethics and responsibility

• Discretion

• Integrity

• Courtesy and respect

• Attention to detail

• Organizational and time management skills

• Complaint handling and managing difficult situations

Physical Requirements

• Ability to stand and move around the hotel for extended periods during the workday.

• Ability to spend prolonged time working in front of a computer screen.

What is in it for you:

• Discounted hotel rooms and food and beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• Opportunity to develop your talent and grow within your property and across the world!