Duty Manager | InterContinental Halong Bay Resort

Key Responsibilities
Guest Experience & Service Excellence
Ensure all guests receive warm, professional, and personalized service in line with 5-star resort standards.
Handle VIP arrivals, long-stay guests, repeat guests, and special requests.
Resolve guest complaints efficiently and professionally to achieve high guest satisfaction.
Conduct lobby presence and interact with guests proactively.
Ensure smooth check-in and check-out experiences.
Follow up on guest feedback, online reviews, and service recovery actions.

Front Office Operations
Supervise Front Desk, Concierge, Bell Service, Guest Relations, and Telephone operations during the shift.
Monitor room status, room allocation, and occupancy to maximize operational efficiency.
Ensure compliance with resort policies, procedures, and brand standards.
Coordinate closely with Housekeeping, Engineering, Security, F&B, and other departments.
Prepare and review daily operational reports and shift handovers.
Ensure cash handling and billing procedures are followed accurately.

Team Leadership
Lead and motivate Front Office associates during assigned shifts.
Conduct daily briefings and communicate important operational updates.
Support training and coaching of Front Office team members.
Maintain discipline, grooming, and professional appearance standards.
Assist in performance monitoring and team development.

Safety, Security & Emergency Handling
Act as the senior representative on duty during emergencies or major incidents.
Ensure compliance with fire, health, safety, and security procedures.
Handle accident reports, guest incidents, and unusual situations appropriately.
Coordinate emergency response and communication when required.

Administrative Duties
Prepare incident reports, logbook updates, and shift summaries.
Monitor guest requests and ensure timely follow-up.
Support room inspections and quality audits.
Assist management with operational projects and special events.

Requirements
Bachelor’s degree or Diploma in Hospitality Management or related field preferred.
Minimum 3–5 years of Front Office experience in an international hotel or luxury resort.
Previous supervisory or Duty Manager experience preferred.
Strong leadership, communication, and problem-solving skills.
Excellent guest service mindset and professional appearance.
Ability to work under pressure and handle challenging situations calmly.
Good command of English; additional languages are an advantage.
Familiar with PMS systems such as Opera or similar hotel systems.

Competencies
Leadership & Decision Making
Guest Service Excellence
Communication & Interpersonal Skills
Conflict Resolution
Operational Coordination
Attention to Detail
Crisis Management