Duty Manager

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Duty Manager

GRAND MERCURE

Company Description

Grand Mercure Khao Lak Bangsak provides a haven of elegance and comfort.
Discover welcoming hospitality as you take advantage of all this Thai-style contemporary beachfront hotel has going for it. From the secluded bays across Andaman sea views or down; right close access within minutes by boat ride away! Delight in our personalized service and knowledgeable staff as we ensure your stay at Grand Mercure Khao Lak Bangsak.

Indulge in luxury in one of the 195 stylish modern rooms or suites. Gaze out at the Khao Lak resort from your room's private balcony or wander through the gardens to our facilities. Feel the tranquillity from the uniquely-designed canal meandering through Grand Mercure Khao Lak Bangsak, a nod to Thailand's riverside villages.

Job Description

Guest Experience & Service Excellence

• Ensure all guests receive a warm welcome and personalized service.
• Handle guest complaints, concerns, and special requests efficiently and professionally.
• Monitor guest satisfaction levels and implement improvements where necessary.
• Act as the primary point of contact for VIPs and special guests.

• Oversee front office, housekeeping, and F&B operations during their shift.
• Ensure smooth check-in, check-out, and room allocation processes.
• Coordinate with other departments to resolve operational issues.
• Conduct shift briefings to keep staff informed of hotel updates and guest arrivals.

• Respond to emergency situations, ensuring guest and staff safety.
• Handle incidents such as medical emergencies, security concerns, and maintenance issues.
• Prepare incident reports and escalate matters as needed.

• Monitor room availability and rates to maximize revenue.
• Authorize discounts and refunds when necessary, ensuring proper documentation.
• Ensure cash handling and billing procedures comply with hotel policies.

• Lead by example and uphold Accor's Heartist culture.
• Coach and support front-line employees to enhance their performance.
• Assist in training and onboarding new team members.
• Foster a positive work environment and encourage teamwork.

• Minimum 2-3 years of experience in front office or hotel operations.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication in English and Thai (additional languages are a plus).
• Knowledge of hotel systems (e.g., Opera, PMS) and Microsoft Office.
• Ability to remain calm under pressure and handle difficult situations professionally.
• Flexible to work shifts, weekends, and holidays.

• Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment.
• Aligning Performance for Success - Skilled at focusing and guiding others in accomplishing work objectives.
• Building a Successful Team - Skilled at building a cohesive team and facilitating goal accomplishment.
• Building Trust - Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization.
• Communication - Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.
• Customer Focus - Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers' needs.
• High Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.
• Planning and Organizing - Skilled at establishing courses of action for self and others to ensure work is completed efficiently.
• Problem Solving / Decision Making - Ability to identify and understand issues, problems, and opportunities; using effective approaches for choosing a course of action or developing solutions.