Duty Manager at Accor

Baie-Sainte-Anne, New Brunswick, Canada -

Full Time

Start Date

Immediate

Expiry Date

31 Dec, 25

Salary

0.0

Posted On

02 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Organizational Skills, Guest Engagement, Leadership, Communication Skills, Integrity, Coaching, Mentoring, Flexibility, Front Office Operations, Problem Solving, Team Management, Emergency Management, Training, Revenue Management, Guest Experience, Service Excellence

Industry

Hospitality

Description

Company Description 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. Job Description 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 QUALIFICATIONS Degree from School for Tourism & Hotel Management

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Responsibilities

The Duty Manager is responsible for overseeing daily resort operations and ensuring seamless guest experiences. This includes managing front office operations and maintaining high standards of service excellence.