Villa Group

Owner-operator of Maldives luxury resorts

Duty Manager

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeNalaguraidhoo, MaldivesNo salary listedIn-person

About the Job

Requirements

Proven experience in Guest Service Operations.
Full understanding of how an organization operates to meet its objectives.
Knowledge of data analysis and reporting.
A BSc or BA in business administration or a relevant field.
A diligent and firm approach with high ethical standards.

Responsibilities

Manage daily hotel arrivals and departures.
Ensure staff attend on time for duty, meal times, and daily Guest Service Department operations.
Ensure daily arrivals and departures are handled efficiently and achieve a high level of customer satisfaction.
Ensure rooms are ready to the required standard for guests to occupy.
Ensure accurate daily arrival guest profiles are updated in the hotel's property management system.
Maintain accurate daily records of occupancy and bed tax.
Attend daily operational meetings.
Motivate and manage reception staff and other Guest Service Department staff to maximize output.
Ensure the Guest Service Department, and the hotel generally, deliver quality service.
Coordinate the Guest Service Department and development plans with management, department supervisors, operational staff, and any other involved department head.
Review daily shift briefing sheets from supervisors and ensure supervision is effective for the operation.
Update supervisors on available hotel rooms for possible upselling and maintain related records.
Ensure Guest Service personnel attend to all arrivals and departures at the jetty and reception.
Coordinate with Housekeeping to ensure clean rooms are available for check-in and guest occupancy.
Attend to guest inquiries, requests, complaints, and compliments, and refer outcomes to the General Manager or Operations Manager.
Develop training plans based on needs in consultation with the Guest Service Manager.
Handle emergencies involving dissatisfied customers and recover guest satisfaction.
Monitor Guest Service Department personnel to ensure guests receive warm attention and personal recognition.
Maintain effective communication with other departments, particularly Housekeeping and Food and Beverage.

Desired Qualifications

An MSc or MA in human resources is a plus.
Strong organizational and leadership skills.
Strong communication and interpersonal skills.

Job Description

Manage daily hotel arrivals and departure
Ensure staff attend on time to the duty, meal time, and daily operation of the Guest Service Department.
Ensure daily arrivals & departures are handled efficiently and high level of customer satisfaction.
Ensure rooms are ready as per the standard, for the guest to occupy
Ensure accurate daily arrivals guest profiles are updated to the PMS of the hotel.
Manage daily record keeping of occupancy and bed tax book with utmost accuracy
Attend daily operational meetings.
Motivate & manage all the staff of the reception and others under the Guest Service Department for maximum output.
Ensure that quality of service is being given by the Guest Service department in particular and the hotel in general.
Coordinate the Guest Service department and development plans with management, department supervisors, and operational staff, and if any other department is involved; that department head.
Review daily shift briefing sheets from supervisors and ensure supervision is effective in accordance to the operation
Update with supervisors of the hotel’s available rooms for possible upselling and managed record keeping.
Ensure all arrivals & departures attended by the GS personnel from jetty as well as reception
Coordinate with HK, the availability of clean rooms for check-in and guests to occupy.
Attend to guest inquiries, requests, complaints & compliments, and outcomes must be referred to the General Manager or Operations Manager.
Work out training plans depending on the needs, in consultation with the Guest Service Manager.
Attend emergencies of unsatisfied customers and perform recovery of guest satisfaction.
Monitor Guest Service department personnel to ensure guests receive warm attention and personal recognition.
Maintain effective communication with other departments notably Housekeeping & Food & beverage matters.
The ability to display a high degree of professionalism and integrity as befitting a member of management.

Qualifications

Proven experience as Guest Service Operations
Full understanding of the way an organization operates to meet its objectives
Knowledge of data analysis and reporting
Excellent organizational and leadership skills
Outstanding communication and interpersonal skills
Diligent and firm with high ethical standards
BSc/BA in business administration or relevant field; MSc/MA in human resources will be a plus

Additional Information

Serve with Humility | Radiate Optimism | Rely on Our Family

About the Company

Villa Group

Owner-operator of Maldives luxury resorts

Villa Resorts owns and operates a collection of private island luxury resorts in the Maldives, each with its own distinct concept and on-site experiences. Villa Holidays Touristik GmbH serves as the international wholesaler that sells holiday packages and works with European travel agents to promote the resorts. The company controls the guest experience by managing its own properties (including modern dining concepts and curated wine collections) and emphasizes locally owned operations and sustainable, culturally immersive stays. Its goal is to grow its Maldivian luxury portfolio, expand eco-focused and immersive destinations, and extend its international reach while maintaining high-quality, locally run hospitality.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: Frankfurt, Germany
Founded: 1997

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