Duty Manager

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Position:         Duty Manager

Department:   Rooms Division / Front Office

Reports to:     This position reports Front Office Manager and his / her absence to Director of Rooms  ______________________________________________________________________

PURPOSE OF POSITION

A highly motivated and service-oriented professional responsible for overseeing daily resort operations, ensuring seamless guest experiences, and maintaining the highest standards of service excellence in a luxury hospitality environment while managing day-to-day front office operations in accordance with the Hotel’s established standards.

KEY ROLES & RESPONSIBILITIES

• Act as the primary point of contact for all guest-related matters during shift, providing immediate support and personalized solutions to ensure guest satisfaction and loyalty.
• Supervise and coordinate the activities of front office, concierge, Butler service , and other operational departments during assigned shifts.
• Ensure consistent adherence to luxury brand standards, service protocols, and guest engagement practices.
• Handle VIP arrivals, special requests, and guest complaints with discretion, efficiency, and professionalism.
• Conduct regular property walkthroughs to monitor cleanliness, safety, and overall guest experience.
• Collaborate with department heads to support smooth inter-departmental operations and communication.
• Manage emergency situations, incident reporting, and ensure health & safety protocols are followed at all times.
• Provide leadership, coaching, and support to junior staff, encouraging a culture of excellence and accountability.
• Monitor daily occupancy, arrivals, and departures, ensuring readiness for high-profile guests and special events.
• Manage Butler allocation for minimum seven days and the assignments.
• Monitor upsell, revenue and opportunities for incremental revenue to the hotel and maintain the records are maintained.
• Represent senior management in their absence and execute critical decision-making as required.
• Communicate with AFOM & FOM on all matters re: guest services & hotel operations
• Monitor the performance of the team to adhere the highest standards are maintained through out shift.
• Cover the night shift in absence of Night manager to ensure the hotel has a managerial presence throughout the day.
• Oversee the onboarding process of new team members and handle the journey.
• Perform one to one meeting with assign team members on monthly basis and share the outcome while executing the necessary measures.
• Be a leader of departmental training and maintain record to achieve the target.
• Drive the initiative of Loyalty, Guest experience, LQA, Forbes and revenue targets to ensure they are achieved for self and assigned team.
• Cooperate, coordinate and communicate with other hotel departments / leaders for a smoother operation.
• Be familiar with pre arrival communications for the next day to ensure the guest experience is delivered throughout the stay.
• Go through Daily pack, Night pack, Rebate, Cashiering / Audits and any administrative functions related to finance process.
• Meet inhouse guest during meal period to ensure guests receive prompt attention and personal recognition throughout the hotel
• Respond to guest needs and resolve related problems while the same is updated on the logbook and communicate with respective leaders effectively.
• Ensure the staffs scheduling are done for minimum two weeks and maintain fairness and equality among the team while welling of the team is put into consideration.
• Inspect front of house and back of house regularly for cleanliness and orderliness by the beginning of shift and action accordingly.
• Monitor appropriate standards of conduct, uniform, hygiene, and appearance of staff
• Provide input for Front Office meetings and conduct daily briefings and maintain a follow up process.
• Analyze and approve discounts and rebates while ensuring the guest complimentary budget is maintained as approved.
• Take full responsibility of Front Office operations including staff in absence of the FOM/AFOM
• The responsibilities for Duty Manager is not limited to above, however is required to perform related duties and special projects assigned by DOR / FOM/AFOM

PERSONAL ATTRIBUTES

• Good organisational skills
• Good level of engagement with residents
• Ability to manage a multi-cultural workforce
• Excellent leadership & communication skills
• Display high levels of integrity, dedication and support for continuous improvement
• Flexible management style to meet the challenges of a changing work environment
• Good knowledge of the entire Front Office Operations
• Must be a self-starter, coach & mentor who can motivate the Team to perform their best
• Knowledge of Opera Property Management System preferred