Duty Manager | Quản lý trực ca

Role
The Duty Manager is responsible for overseeing the daily Front Office operation, ensuring exceptional guest experiences and maintaining the highest service standards in line with resort policies. The role supervises Front Office associates, coordinates cross-departmental operations, resolves guest concerns, and ensures smooth day-to-day operations while acting as the manager on duty in the absence of the Front Office Manager or Resort Manager or General Manager

Responsibilities

• Supervise and lead Front Office staff to ensure outstanding service, productivity, and compliance with resort standards.
• Coach, train, and develop team members while maintaining grooming, discipline, and operational procedures.
• Monitor daily operations, guest arrivals and departures, room allocations, guest history, and registration accuracy.
• Handle guest requests, complaints, and service recovery professionally to ensure guest satisfaction.
• Coordinate closely with Housekeeping and other departments to deliver seamless guest experiences.
• Conduct operational inspections to ensure cleanliness, maintenance, safety, and service quality standards are met.
• Assist with scheduling, manpower planning, and controlling departmental overtime.
• Promote revenue opportunities through upselling and cross-selling of resort services and Aman properties.
• Ensure compliance with resort policies, health & safety procedures, and operational requirements.
• Act as the Manager on Duty when required, making operational decisions and supporting overall resort operations.

• Aman Global Complimentary Night Program.
• Shared accommodation with full board at the Colleagues' Cafeteria.
• Laundry service.
• 12 Annual Leave Days.
• 44 hours per week and 11 public holidays a year.
• PTI Health Care Package for Employee and Immediate Family Members.
• Competitive Remuneration Package.
• Learning and development programmes through Aman.
• Year-end Bonus.

• Diploma or Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Minimum 3–5 years of Front Office experience, including 1–2 years in a supervisory or Duty Manager role, preferably in a luxury 5-star hotel or resort.
• Strong leadership, coaching, and people management skills.
• Excellent guest service, communication, and problem-solving abilities.
• Proficiency in Opera PMS or equivalent hotel management systems.
• Good command of spoken and written English; additional languages are an advantage.
• Strong organizational, multitasking, and decision-making skills.
• Ability to work flexible shifts, including weekends, holidays, and overnight duties when required.
• Service-oriented, proactive, detail-oriented, and able to perform effectively under pressure.

CV

Qualifications