DUTY MANAGER/ QUẢN LÝ CA TRỰC

The Duty Manager ensures the smooth and efficient operation of the resort during assigned shifts, acting as the management representative on duty. The role focuses on maintaining high service standards, resolving operational and guest-related issues, supporting revenue generation, and delivering an exceptional guest experience in line with the standards of Meliá Hotels International and Meliá Hotels & Resorts at Meliá Aurea Nha Trang.

2. MAIN RESPONSIBILITIES

1. Act as the management representative on duty, ensuring smooth coordination between all operational departments.

2. Ensure that service standards and operational procedures of Meliá Hotels & Resorts are consistently implemented

3. Handle guest complaints, service recovery situations, and special guest requests with professionalism and efficiency

4. Maintain strong communication with Front Office, Guest Experience, Housekeeping, Engineering, Security, F&B and other departments to ensure seamless operations.

5. Monitor daily operations and ensure that all guest areas meet the required service and presentation standards.

6. Report any operational issues, incidents, guest complaints, or service concerns to the Front Office Manager in a timely and accurate manner

7. Perform any additional tasks or responsibilities assigned by the Front Office Manager to support operational excellence

8. Ensure proper documentation and reporting of incidents, guest feedback, and operational matters

3. OPERATIONS

• Supervise the overall resort operation during assigned shifts to ensure smooth and efficient service delivery

• Coordinate with all departments to ensure seamless guest arrivals, departures, and in-house experiences.

• Ensure VIP arrivals, long-stay guests, and repeat guests receive personalized attention and recognition

• Monitor room status, occupancy levels, and operational readiness in collaboration with Front Office and Housekeeping.

• Conduct regular lobby and resort walk-through inspections to ensure cleanliness, safety, maintenance standards, and operational readiness of all public areas.

• Ensure that all operational departments are well informed about daily activities, events, group movements, and special guest requests.

• Support Front Office Team during peak hours such as busy check-in or check-out periods.

• Respond promptly and effectively to operational incidents, guest complaints, and emergency situations.

• Ensure coordination between departments during group arrivals, special events, and high occupancy periods

• Monitor service quality in guest areas and ensure staff adhere to brand service standards.

• Facilitate effective communication during shift briefings and ensure important operational information is properly handed over between shifts

• Work closely with Security and Engineering teams to ensure guest safety, facility functionality, and prompt resolution of technical issues.

• Maintain a visible presence in the lobby and guest areas to interact with guests and monitor service delivery.

• Ensure compliance with company policies, safety regulations, and operational procedures.

4. ECONOMIC-FINANCIAL

The Duty Manager contributes to the financial performance of the resort by supporting revenue generation and ensuring operational accuracy in billing and financial procedures.

• Support the maximization of room revenue through proactive room upselling initiatives during guest check-in and throughout the guest stay

• Encourage and promote cross-selling opportunities for resort services such as restaurants, bars, spa treatments, experiences, and recreational activities

• Promote transportation upselling, including private airport transfers, premium transportation services, and other mobility solutions offered by the resort

• Identify opportunities to enhance revenue by recommending personalized services that add value to the guest experience.

• Ensure accurate billing processes and support the prevention of revenue leakage across operational departments

• Cross-check guest bills and folios when necessary to ensure accuracy and compliance with established procedures

• Work closely with the Finance department to finalize and implement clear procedures for handling billing concerns, adjustments, and dispute resolution.

• Ensure that any billing discrepancies or financial irregularities are promptly reported and resolved.

• Promote a revenue awareness mindset among operational teams while maintaining excellent guest service standards.

• Support initiatives aimed at improving ADR, RevPAR, and ancillary revenue performance.

5. HUMAN RESOURCES

• Support the development and implementation of structured training plans for the Front Office team, ensuring alignment with operational needs and brand standards of Meliá Hotels International and Meliá Hotels & Resorts.

• Collaborate closely with the Human Resources Department, under the guidance and advice of the Front Office Manager, to develop and implement effective training programs for the Front Office team

• Identify training needs within the department and propose relevant training subjects that enhance operational knowledge, service quality, and guest experience.

• Ensure that the department maintains a clear, structured, and practical training plan, with defined training objectives, timelines, and measurable outcomes.

• Maintain well-organized training tracking files and records to monitor the progress of training activities and the knowledge development of each team member.

• Provide coaching and on-the-job training to support team members in improving their operational skills, service standards, and problem-solving capabilities.

• Ensure that the training tracking system provides a comprehensive overview of the department’s training status, allowing management to clearly assess the competency level and development progress of each team member.

• Promote a culture of continuous learning, teamwork, and professional development within the department.

6. CUSTOMER EXPERIENCE

• Ensure that every guest receives a memorable and personalized experience throughout their stay.

• Proactively engage with guests in public areas to gather feedback and identify service improvement opportunities.

• Handle guest complaints and service recovery professionally, ensuring swift and effective resolution.

• Monitor guest satisfaction indicators such as online reviews, guest feedback, and internal quality scores.

• Ensure VIP guests, repeat guests, and loyalty program members receive personalized attention.

• Actively promotes the resort’s experiences and services to enhance the overall guest journey.

• Support initiatives that elevate the guest experience in line with the Meliá service philosophy.

Môi trường làm việc chuyên nghiệp, quốc tế với cơ hội học hỏi và phát triển cùng đội ngũ giàu kinh nghiệm.

Competitive salary package, aligned with experience and performance.

Mức lương cạnh tranh, phù hợp với năng lực và hiệu quả công việc.

Service Charge (SVC) guaranteed at a minimum of VND 1,500,000/month during the pre-opening phase.

Đảm bảo Service Charge (SVC) tối thiểu 1.500.000 VNĐ/tháng trong giai đoạn pre-opening.

Working schedule: 5 days per week, 9 hours per day.

Thời gian làm việc: 5 ngày/tuần, 9 tiếng/ngày.

100% salary during probation period.

Nhận 100% lương trong thời gian thử việc.

Full statutory insurance contribution based on 100% salary.

Đóng bảo hiểm đầy đủ trên 100% mức lương theo quy định.

Accommodation allowance provided for associates from outside Khánh Hòa province (subject to position level).

Hỗ trợ chi phí nhà ở đối với nhân sự ngoài tỉnh Khánh Hòa (tùy theo cấp bậc).

Transportation allowance provided based on the distance between residence and workplace (subject to position level).

Hỗ trợ chi phí xăng xe dựa trên khoảng cách từ nơi ở đến nơi làm việc (tùy theo cấp bậc).

Comprehensive benefits including social insurance, health insurance, unemployment insurance, and annual health check.

Chế độ phúc lợi đầy đủ: BHXH, BHYT, BHTN và khám sức khỏe định kỳ.

High-quality staff meals provided.

Cung cấp bữa ăn chất lượng cho nhân viên.

Clear career development path with training and development opportunities.

Lộ trình phát triển nghề nghiệp rõ ràng, cơ hội đào tạo và nâng cao kỹ năng.

Dynamic, supportive, and collaborative working culture.

Môi trường làm việc năng động, hỗ trợ và gắn kết.

* Relevant experience in a similar position within hotels, resorts, or service environments.

Có kinh nghiệm làm việc ở vị trí tương đương trong khách sạn, resort hoặc môi trường dịch vụ.

* Pre-opening experience is preferred.

Có kinh nghiệm pre-opening là một lợi thế.

* Basic knowledge of professional working standards and operational processes.

Có kiến thức cơ bản về tiêu chuẩn làm việc chuyên nghiệp và quy trình vận hành.

* Ability to organize work, support team operations, and work effectively under pressure.

Có khả năng sắp xếp công việc, hỗ trợ vận hành và làm việc hiệu quả dưới áp lực.

* Good communication and teamwork skills.

Kỹ năng giao tiếp và làm việc nhóm tốt.

* Responsible, proactive, and positive working attitude.

Có tinh thần trách nhiệm, chủ động và thái độ làm việc tích cực.

* Willing to learn, adapt, and contribute to team development.

Sẵn sàng học hỏi, thích nghi và đóng góp vào sự phát triển của đội ngũ.

* Good health and ability to work in a dynamic environment.

Sức khỏe tốt, có khả năng làm việc trong môi trường năng động.

* Relevant educational background.

Có bằng cấp liên quan.

Well-prepared, clear, and professional applications are highly appreciated.

Ưu tiên các hồ sơ được trình bày chuyên nghiệp, rõ ràng và đầy đủ thông tin.

Please clearly state the position applied for in the email subject or on the application.

Vui lòng ghi rõ vị trí ứng tuyển trong tiêu đề email hoặc trên hồ sơ.

Applications can be submitted directly to the Human Resources Department at Meliá Aurea Nha Trang, or via email / phone: [mant.recruitment(a còng)meli*****] / [+84 *********].

Ứng viên có thể nộp hồ sơ trực tiếp tại Phòng Nhân sự Meliá Aurea Nha Trang hoặc gửi qua email / số điện thoại: [mant.recruitment(a còng)meli*****] / [+84 *********].

We look forward to welcoming talented candidates to join our team.

Chúng tôi rất mong được chào đón các ứng viên tài năng gia nhập đội ngũ.