Duty Manager

Filinvest Property: CRIMSON RESORT & SPA BORACAY

Job Summary

• Ensures that the guest experience meets or exceeds customer service standards throughout their stay.
• Identifies and resolves issues that affect guest experience so that guests will always have a smooth stay and a positive Resort experience.
• Acts as Manager on Duty (MOD) and is responsible for managing Front Office operations in the absence of the Front Office Manager.
• Ensures general Resort safety and security during his/her MOD shift.
• Ensures the continuity of consistent service delivery and the overall efficiency of the Resort.
• Ensures guest needs and concerns are handled promptly and effectively.
• Creates an environment of engagement and motivation by demonstrating a positive work ethic.
• Supports the vision and philosophy of the company through policies and systems.

Duties & Responsibilities

• Ensures seamless experience in areas that impact guest stay (transportation, concierge service, dining, housekeeping, engineering).
• Patrols the property to check operations, cleanliness, safety, security, staff performance, and heart of the house facilities.
• Extends attention to both guests and colleagues.
• Monitors overall operational efficiency throughout the Resort.
• Ensures proper dissemination of information to all colleagues.
• Responds to all in-house guest complaints and issues, ensuring that any unsatisfactory experience is thoroughly investigated.
• Ensures that incidents or complaints are logged, acted upon, and reported.
• Coordinates with relevant departments to rectify guest issues.
• Ensures staff maintain grooming and hygiene.
• Prepares detailed incident reports and submits recommended actions.
• Ensures confidentiality when addressing guest or colleague issues.
• Upholds departmental policies, emergency procedures, and government regulations.
• Makes operational decisions during emergencies, coordinating with Engineering and Security.
• Ensures proper closure and reporting before end of duty.

Job Qualifications

• Bachelors' Degree in Hospitality Management or any related course. 
  
• With at least 5 years of experience in a resort environment, including a minimum of 3 years at the Front Desk.
• Has at least 1 year of experience in a similar supervisory or managerial capacity in a Resort or Hotel.
• Strong leadership, decision-making, and problem-solving skills.
• Excellent communication and guest relations abilities.
• Able to handle multiple tasks and work effectively in a fast-paced environment.
• Willing to work flexible hours, including weekends, holidays, and shifting schedules.
• Willing to work in Boracay Island.